Blackbaud

Compensation

Full Description

About the role We are seeking a strategic and customer-centric Director, Customer Engagement and Retention Marketing to lead initiatives that deepen customer relationships, drive product adoption, and maximize customer lifetime value. This role will be instrumental in designing and executing engagement strategies that result in higher renewal rates, increased upsell/cross-sell conversions, and overall customer satisfaction. What you'll do Customer Engagement Strategy: Develop and implement scalable engagement programs tailored to customer segments, lifecycle stages, and product usage patterns. Adoption & Value Realization: Partner with Customer Success, Product, and Marketing teams to ensure customers realize value quickly and consistently. Renewals & Expansion: Collaborate with Sales and Account Management to identify renewal risks and expansion opportunities, and proactively address them through engagement initiatives. Customer Journey Mapping: Analyze customer journeys to identify friction points and opportunities for deeper engagement. Content & Campaigns: Oversee the creation of targeted content, webinars, and campaigns that educate and inspire customers to expand their usage. Voice of the Customer: Establish feedback loops to capture customer insights and inform product development and service improvements. Metrics & Reporting: Define KPIs for engagement success (e.g., adoption rates, NPS, renewal rates, upsell/cross-sell revenue) and report on performance regularly. What you'll have 8+ years of experience in customer success, engagement, or marketing roles, preferably in SaaS or technology environments. Proven track record of driving customer adoption and expansion through strategic engagement programs. Strong analytical skills and experience with customer data platforms, CRM systems, and engagement tools. Excellent communication and leadership skills with the ability to influence cross-functional teams. Passion for customer experience and a deep understanding of customer lifecycle management. Experience with tools like Gainsight, Salesforce, HubSpot, or similar platforms. Familiarity with customer segmentation and personalization strategies. Background in change management or customer education is a plus. Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube ​ Blackbaud is a remote-first company which embraces a flexible remote work culture. Blackbaud supports hiring and career development for all roles from the location you are in today! Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes. A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At Blackbaud and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.blackbaud.com/us/en or our official LinkedIn page. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers, or conduct interviews via Skype. Anyone suggesting otherwise is not a representative of Blackbaud. If you are unsure if a message is from Blackbaud, please email blackbaudrecruiting@blackbaud.com. The starting base pay is $150,400.00 to $204,100.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations. Benefits Include: Medical, dental, and vision insurance Remote-first workforce 401(k) program with employer match Flexible paid time off Generous Parental Leave Volunteer for vacation Opportunities to connect to build community and belonging Pet insurance, legal and identity protection Tuition reimbursement program