Customer Experience Manager
HyderabadFull-time5–9 yrsPosted 1 week ago
Senior customer support role at Blackbaud in Hyderabad. Needs 5+ years.
About the role
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.
What you'll do
- Customer Recovery & Stabilization
- Lead targeted intervention engagements (approximately 90 days) for high-risk, stalled, or underperforming customers
- Define and execute a structured Customer Recovery Plan with clear milestones and measurable success criteria
- 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
What you need
- Customer success
- ICU care
- Communication
Good to have
- Root cause analysis