Customer Experience Program Manager, Customer Recovery & Acceleration
Core
Strategic leader orchestrating 90-day recovery engagements for high-risk, stalled, or underperforming enterprise SaaS customers to stabilize adoption and prevent churn.
Role type
Senior IC Customer Experience Program Manager (Customer Recovery)
Builds
Repeatable recovery playbooks, intervention frameworks, and engagement models for High Touch/Upper Growth customers.
Domain
SaaS / Customer Success / Enterprise Software
Deliverable
client delivery
Required skills
Cross-functional leadership, stakeholder management, root cause analysis, executive communication, data-driven decision making, change management, adoption frameworks, risk mitigation, program management, enterprise account management
Preferred skills
Renewal risk mitigation, churn prevention strategies, nonprofit/fundraising vertical experience, data analytics for product usage
Technologies
Health scoring platforms, usage analytics tools, CRM systems
Responsibilities
Lead targeted intervention engagements for high-risk customers; Rapidly assess customer health across product usage and organizational alignment; Define and execute structured Customer Recovery Plans; Mobilize and coordinate internal resources to remove blockers; Engage customer executives to align on recovery goals; Build and refine CX playbooks and intervention frameworks; Leverage usage data and health scores to diagnose issues and track progress.
Seniority
Senior, hands-on IC with strategic oversight