Who are we 

At Blackbaud, we empower the people and institutions changing the world—accelerating human progress and building a future where resources move at the speed of need. Our mission is to provide cloud software, services, expertise, and data intelligence that empower and connect people to drive impact for social good, and our vision is to power an Ecosystem of Good® that builds a better world. 

What we are looking for 

We are seeking an experienced, hands-on Team Lead, who will lead and develop a team supporting readiness and product adoption programs, with a primary focus on AI-powered Agents for Good products.  The Customer Success Readiness & Adoption Team Lead is a player-coach who leads, develops, and manages a team, while also serving as an individual contributor on key initiatives. This role combines people leadership, program management, and customer onboarding & adoption expertise to prepare Customer Success teams and customers for new products and features.  

Job Title 

Team Lead – Readiness and Adoption  

Work Location: Sky tech, Financial District, Hyderabad, India

Work Schedule:

• 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. 

Key Responsibilities 

• Lead, coach, & manage a team supporting readiness and adoption efforts, primarily for AI-powered Agents for Good products through 1:1s, team meetings, performance reviews cycles & other methods. 

• Ensure team members alignment with region specific workplace policies. 

• Assess upcoming product changes to determine customer and internal impact, identify stakeholders, and understand project requirements 

• Collaborate closely with Readiness Program Manager colleagues, especially because of the overlap between Agents for Good and other Blackbaud products 

• Support readiness projects from kickoff through enablement by contributing to completion of tasks 

• Support customer communication and adoption efforts in collaboration with Customer Success, Marketing, and Products 

• Serve as the primary advisor for customers onboarding the Development Agent and Data Health Agent, guiding them through set up, configuration, and early usage through a mix of 1:1 and scaled experiences 

• Successfully lead customers through a structured onboarding journey from inception through adoption to drive readiness, activation, and adoption, ensuring they are prepared, confident, and actively using AI capabilities quickly  

• Deliver change management support by helping teams adopt new AI-driven workflows and integrate insights into day-to-day operations  

• Guide customers in interpreting and actioning Data Health Agent insights to improve data quality and outcomes 

• Create and leverage playbooks, templates, and self-service resources to scale the AI onboarding experience 

• Monitor customer engagement and usage metrics to identify risk and trigger proactive outreach  

• Provide feedback on product usability and adoption challenges to influence future enhancements – surfacing friction points, technical obstacles, and customer customers that slow adoption 

• Act as an AI champion to customers and internal teams — building enthusiasm for the Development Agent and Data Health Agent, modelling responsible AI use, and helping customers see the value of AI-powered fundraising 

• Produce referenceable customers by driving successful adoption outcomes and identifying clients willing to serve as references, case studies, or advocates 

Required Qualifications 

• 8–10 years of combined experience in a SaaS environment focused on Customer Success, internal or customer adoption or enablement, and leading small teams 

• Experience working with cross-functional teams and stakeholders at many levels, working towards shared goals 

• Outstanding communication, facilitation, and relationship-building skills, including comfort engaging senior leaders 

• Experience driving product adoption, enablement or change management initiatives 

• Detail-oriented and organized, with the proven ability to manage multiple tasks, projects, and customers simultaneously 

• Strong initiative and adaptability in a fast-paced, evolving environment 

• Active, hands-on use of AI tools (such as ChatGPT, Microsoft Copilot, Claude) in a professional setting 

• Knowledge of nonprofit and/or AI-powered software solutions.  Experience with Blackbaud Solutions a plus (Raiser’s Edge NXT preferred) 

• BS/BA degree or equivalent experience