Customer Experience Program Manager, Customer Recovery & Acceleration
Blackbaud (company site, opens in a new tab)5+ yrsHyderabadOn-siteDirect career pageEst. 12–20 LPA
Posted 10h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead 90-day intervention plans to recover high-risk, stalled, or underperforming SaaS customers, focusing on adoption, value realization, and operational recovery.
- Coordinate cross-functional teams and align internal and customer stakeholders to drive measurable turnaround outcomes including improved product adoption and reduced churn risk.
- Build and scale repeatable customer recovery playbooks and data-driven intervention frameworks to protect revenue and improve customer retention metrics.
Minimum Requirements
- Minimum 5+ years of experience in Customer Success, Program Management, Consulting, or Services within SaaS.
- Experience managing complex, multi-stakeholder enterprise or high-touch customer environments with proven ability to turn around at-risk situations.
- Strong cross-functional leadership and executive communication skills.
- Work Location: Hyderabad, India; Work hours primarily 1 PM to 10 PM IST with occasional after-hours/U.S. business hours support.
Ideal Candidate Profile
- Experienced program manager or customer success leader with a track record of driving measurable recovery and adoption outcomes in SaaS environments.
- Comfortable leading without direct authority across diverse internal teams and interfacing with senior customer executives to reset accountability and drive change.
- Analytical and outcome-driven, skilled at leveraging product usage data and customer health metrics to diagnose issues and guide strategic interventions.