Customer Experience Program Manager, Customer Recovery & Acceleration

Role Overview

The Customer Experience (CX) Program Manager is a strategic, customer-facing leader 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 Will Do

Lead targeted intervention engagements for high-risk, stalled, or underperforming customers, rapidly assess customer health, define and execute a structured Customer Recovery Plan, mobilize and coordinate internal resources, and ensure all teams are aligned to a single recovery strategy.

Why It Might Be a Fit

The ICU Program Manager serves as a critical safeguard for customer success and retention, ensuring customers are not lost due to misalignment, stalled adoption, or unrealized value. This role requires outcome-obsessed and relentlessly action-oriented individuals with strong cross-functional leadership and stakeholder management skills.

Requirements

• 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