Customer Experience Program Manager, Customer Recovery & Acceleration

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.