Customer Experience Manager

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