Renewals Team Lead

About the role

We re looking for a collaborative, customer-focused, and results-oriented Team Lead, Customer Renewals to help drive retention and long-term customer success across our Growth and Emerging Market Digital customer portfolio. In this role, you will serve as an operational leader for our India-based renewal team, helping strengthen execution, improve forecast visibility, and support consistent customer engagement across the renewal lifecycle. Working closely with the Manager, Customer Renewals and cross-functional partners, you will help customers realize value from Blackbaud solutions while contributing to the success of purpose-driven organizations around the world. This is a unique opportunity to influence outcomes, elevate team performance, and help scale a high-impact renewals function through data-driven decision making, coaching, and operational excellence.

• This role supports customers and stakeholders primarily during U.S. business hours.
• Expected working hours are 01:00 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs.
• Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.

What youll do

- Help protect customer retention and recurring revenue by supporting consistent execution of renewal strategies across the India-based team.
- Drive pipeline visibility and forecast accuracy by reviewing renewal opportunities, identifying risks early, and ensuring timely follow-up actions.
- Coach and support Renewal Representatives through customer conversations, negotiation preparation, objection handling, and renewal best practices.
- Strengthen operational excellence by reinforcing accurate customer relationship management system updates, renewal documentation, and process adherence.
- Partner across Sales, Customer Success, Finance, Product, Services, and Operations teams to remove customer roadblocks and support successful outcomes.
- Support onboarding, peer mentoring, call reviews, team huddles, and knowledge sharing to improve team readiness and consistency.
- Leverage reporting, dashboards, artificial intelligence-enabled tools, and customer insights to identify trends, prioritize opportunities, and improve renewal performance.

What youll bring

- 4+ years of experience in customer renewals, account management, customer success, sales, revenue operations, or a related software-as-a-service environment.
- Strong knowledge of customer retention strategies, recurring revenue models, contract renewals, churn mitigation, and pipeline management.
- Understanding of forecasting, opportunity management, risk assessment, customer lifecycle practices, and data-driven decision making.
- Experience using Salesforce or similar customer relationship management platforms, including dashboards, reporting, and productivity tools supported by artificial intelligence capabilities.
- Proven ability to manage renewal portfolios, identify business risk, support revenue retention goals, and influence peers through coaching and leadership without direct management responsibility.

This role offers the opportunity to help shape a scalable renewal operation, strengthen customer outcomes, and contribute to the success of organizations making a difference in communities around the world. By combining operational discipline, customer advocacy, and continuous improvement, you will play a meaningful role in protecting customer value and supporting Blackbaud s long-term growth.