Customer Experience Manager
Blackbaud (company site, opens in a new tab)5+ yrsHyderabadOn-siteDirect career pageEst. 12–20 LPA
Posted 18h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead 90-day recovery cycles to stabilize and accelerate high-risk or stalled customers with measurable turnaround outcomes.
- Orchestrate cross-functional teams to execute customer recovery plans, remove blockers, and align on recovery strategy and timelines.
- Engage customer executives regularly, delivering updates and building scalable recovery playbooks to reduce churn and increase adoption.
Minimum Requirements
- Minimum 5+ years experience in Customer Success, Program Management, Consulting, or Services within SaaS.
- Experience managing enterprise or high-touch customers in complex, multi-stakeholder environments and driving measurable turnaround outcomes.
- Strong cross-functional leadership and stakeholder management skills.
- Work Location: Hyderabad, India; Work schedule aligned to US business hours (01:00 PM to 10:00 PM IST) with occasional after-hours support.
Ideal Candidate Profile
- Experienced in structured customer recovery and churn risk mitigation in SaaS or mission-driven verticals (e.g., nonprofits).
- Data-driven approach using product usage insights and health scores to diagnose issues and measure success.
- Capable of leading cross-functional teams and engaging senior stakeholders to drive accountability and execute recovery plans in complex environments.