EOS/EOL Program Support

Job Title

EOS Program Manager, Customer Recovery & Acceleration

Role Overview

The EOS Program Manager is a strategic, cross-functional leader within the Product Success Organization responsible for planning, orchestrating, and executing End-of-Service (EOS) and product deprecation efforts across the customer base.

This role ensures that customers, internal teams, and product stakeholders are proactively prepared for product sunsets, feature deprecations, and lifecycle transitions. Rather than reacting to risk, the EOS Program Manager drives structured, forward-looking programs that minimize disruption, protect revenue, and enable seamless customer transitions. This role translates lifecycle decisions into coordinated execution plans that ensure customers successfully migrate, adopt new capabilities, or transition off legacy functionality with confidence.

Key Responsibilities

Product Lifecycle & EOS Program Management

Own and lead end-to-end EOS and product deprecation programs across the organization

Translate product lifecycle decisions into structured execution plans with clear milestones

Ensure alignment to business priorities, timelines, and compliance considerations

Cross-Functional Orchestration

Coordinate across Product, Customer Success, Support, Sales, Legal, and Finance

Align stakeholders on a shared execution plan and accountability model

Manage dependencies, risks, and program timelines

Customer Readiness & Enablement

Ensure customers are proactively informed, prepared, and supported through transitions

Partner with Customer Success to identify impacted accounts and define engagement strategies

Drive readiness plans including communications, migration paths, and adoption of replacement solutions

Data-Driven Execution & Insights

Analyze customer usage, segmentation, and impact to prioritize actions

Track progress against migration, adoption, and risk mitigation goals

Identify friction points and adjust plans accordingly

Executive Communication & Governance

Provide structured updates to leadership on EOS program progress, risks, and outcomes

Establish governance rhythms and reporting mechanisms

Escalate risks and drive decision-making when needed

Playbook Development & Continuous Improvement

Develop repeatable EOS playbooks, frameworks, and engagement models

Capture lessons learned and scale best practices across product teams

Improve early identification of lifecycle risk and transition readiness

Success Measures

Successful execution of EOS programs aligned to timelines

High percentage of customers successfully migrated or transitioned

Reduction in churn associated with product deprecation

Increased customer readiness and adoption of replacement solutions

Scalable, repeatable EOS playbooks across the organization

Qualifications Required

5+ years of experience in Program Management, Product Operations, or Customer Success

Proven ability to manage complex, cross-functional programs

Experience in product lifecycle management or EOS/EOL programs

Strong analytical, communication, and stakeholder management skills

Experience working in SaaS or enterprise software environments

Preferred

Experience managing customer migrations or large-scale transitions

Familiarity with change management frameworks

Experience working with data and analytics tools

Understanding of compliance and regulatory requirements

Core Competencies

Strategic program leadership

Cross-functional influence without authority

Strong analytical and problem-solving mindset

Executive communication and storytelling

Ability to simplify complex transitions into clear action plans

High ownership, accountability, and operational rigor

Why This Role Matters

The EOS Program Manager plays a critical role in protecting customer relationships and ensuring smooth product lifecycle transitions. By proactively managing end-of-service programs, this role minimizes disruption, preserves revenue, and enables customers to continue realizing value from Blackbaud solutions as the product portfolio evolves.

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