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 transparent 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 str

📌 Customer Experience Program Manager, Customer Recovery (Hyderabad)
🏢 Blackbaud
📍 Hyderabad