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.
Work Location & Schedule
Work Location: Sky tech, Financial District, Hyderabad, India
Work Schedule:
This role supports customers and stakeholders primarily during U.S. business hours.
Expected working hours are 01:00 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs.
Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.
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,…