Customer Experience Program Manager, Customer Recovery & Acceleration

Job description

Job Title Customer Experience Program Manager, Customer Recovery & Acceleration Role Overview The Customer Experience (CX) Program Manager is a strategic, customer-facing leader within the Product Success Organization, responsible for stabilizing, recovering, and accelerating high-risk or stalled customers. This role operates as a rapid-response, outcome-oriented engagement leader, partnering with customers who are blocked in adoption, at risk of churn, or struggling to realize value. The CX Program Manager orchestrates cross-functional intervention plans to diagnose root causes, align stakeholders, and drive measurable turnaround outcomes. This role focuses on systemic adoption, value realization, and operational recovery. Engagements are structured as approximately 90-day coordinated recovery cycles, primarily serving High Touch and Upper Growth customers. The position plays a critical role in protecting revenue, improving customer health, and building repeatable recovery playbooks across the customer base. Key Responsibilities Customer Recovery & Stabilization · Lead targeted intervention engagements (approximately 90 days) for high-risk, stalled, or underperforming customers · Rapidly assess customer health across product usage, workflows, data quality, and organizational alignment · Define and execute a structured Customer Recovery Plan with clear milestones and measurable success criteria Cross-Functional Orchestration · Mobilize and coordinate the right internal resources based on the customer’s specific recovery needs · Ensure all teams are aligned to a single recovery strategy, timeline, and accountable owner · Remove blockers, manage dependencies, and maintain execution momentum across workstreams Executive Alignment & Communication · Engage customer executives and senior stakeholders to align on recovery goals, reset accountability, and communicate progress · Serve as the primary point of contact throughout the duration of the ICU engagement · Deliver structured updates and executive-level summaries on a regular cadence Playbook Development & Scaling · Build and refine CX playbooks, intervention frameworks, and engagement models · Partner with Product Success and Insights teams to scale learnings and improve early risk detection · Contribute to the broader Customer Success strategy through repeatable, data-backed recovery frameworks Data-Driven Insights · Leverage usage data, health scores, and engagement signals to diagnose issues and track recovery progress · Identify leading indicators of churn risk and recovery success to improve future intervention models · Validate success outcomes against customer-defined goals at engagement close Cross-Functional Partnerships · Customer Success: Handoff coordination, health monitoring, and post-ICU continuity · Functional Experts: Subject matter depth and product best-practice guidance · Product & Engineering: Issue escalation, roadmap alignment, and product gap feedback · Data & Analytics / Insights: Usage analysis, health scoring, and performance insights · Services & Implementation: Re-implementation support, configuration guidance, and workflow redesign Success Measures · Reduction in churn risk and improvement in health scores across ICU-managed accounts · Measurable increase in product adoption and depth of usage · Increased retention confidence and renewal rates · Scalable recovery playbooks and repeatable intervention patterns Qualifications Required · 5+ years of experience in Customer Success, Program Management, Consulting, or Services within SaaS · Proven ability to turn around at-risk customer situations and drive measurable outcomes · Strong cross-functional leadership and stakeholder management skills · Experience working with enterprise or high-touch customers in complex, multi-stakeholder environments · Excellent communication skills with demonstrated executive presence Preferred · Experience in renewal risk mitigation or churn prevention strategies · Background in nonprofit, fundraising, or comparable mission-driven verticals · Familiarity with change management and adoption frameworks · Experience leveraging data and product usage insights to drive decision-making Core Competencies · Outcome-obsessed and relentlessly action-oriented · Strong problem-solving and root cause analysis skills · Ability to influence and lead without direct authority in complex environments · Ability to simplify complexity into clear, executable plans Why This Role Matters The ICU Program Manager serves as a critical safeguard for customer success and retention. By stepping in at pivotal moments of risk, this role ensures customers are not lost due to misalignment, stalled adoption, or unrealized value. Through structured recovery, cross-functional coordination, and relentless focus on outcomes, the ICU Program Manager transforms vulnerable customers into stable, successful, and growing advocates—while strengthening the organization’s overall customer success strategy. This is not a support role. It is not a break/fix function. It is a high-impact, outcomes-driven leadership engagement that directly protects revenue, accelerates adoption, and builds the repeatable systems that make every future customer engagement stronger. Stay up to date on everything Blackbaud, follow us on Linkedin , X , Instagram , Facebook and YouTube ​ Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world. Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an 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.