Job Title
EOS Program Manager, Customer Recovery & Acceleration
Role Overview
The EOS Program Manager is a strategic, cross-functional leader within the Product Success Organization responsible for planning, orchestrating, and executing End-of-Service (EOS) and product deprecation efforts across the customer base.
This role ensures that customers, internal teams, and product stakeholders are proactively prepared for product sunsets, feature deprecations, and lifecycle transitions. Rather than reacting to risk, the EOS Program Manager drives structured, forward-looking programs that minimize disruption, protect revenue, and enable seamless customer transitions. This role translates lifecycle decisions into coordinated execution plans that ensure customers successfully migrate, adopt new capabilities, or transition off legacy functionality with confidence.
Key Responsibilities
Product Lifecycle & EOS Program Management
· Own and lead end-to-end EOS and product deprecation programs across the organization
· Translate product lifecycle decisions into structured execution plans with clear milestones
· Ensure alignment to business priorities, timelines, and compliance considerations
Cross-Functional Orchestration
· Coordinate across Product, Customer Success, Support, Sales, Legal, and Finance
· Align stakeholders on a shared execution plan and accountability model
· Manage dependencies, risks, and program timelines
Customer Readiness & Enablement
· Ensure customers are proactively informed, prepared, and supported through transitions
· Partner with Customer Success to identify impacted accounts and define engagement strategies
· Drive readiness plans including communications, migration paths, and adoption of replacement solutions
Data-Driven Execution & Insights
· Analyze customer usage, segmentation, and impact to prioritize actions
· Track progress against migration, adoption, and risk mitigation goals
· Identify friction points and adjust plans accordingly
Executive Communication & Governance
· Provide structured updates to leadership on EOS program progress, risks, and outcomes
· Establish governance rhythms and reporting mechanisms
· Escalate risks and drive decision-making when needed
Playbook Development & Continuous Improvement
· Develop repeatable EOS playbooks, frameworks, and engagement models
· Capture lessons learned and scale best practices across product teams
· Improve early identification of lifecycle risk and transition readiness
Success Measures
· Successful execution of EOS programs aligned to timelines
· High percentage of customers successfully migrated or transitioned
· Reduction in churn associated with product deprecation
· Increased customer readiness and adoption of replacement solutions
· Scalable, repeatable EOS playbooks across the organization
Qualifications Required
· 5+ years of experience in Program Management, Product Operations, or Customer Success
· Proven ability to manage complex, cross-functional programs
· Experience in product lifecycle management or EOS/EOL programs
· Strong analytical, communication, and stakeholder management skills
· Experience working in SaaS or enterprise software environments
Preferred
· Experience managing customer migrations or large-scale transitions
· Familiarity with change management frameworks
· Experience working with data and analytics tools
· Understanding of compliance and regulatory requirements
Core Competencies
· Strategic program leadership
· Cross-functional influence without authority
· Strong analytical and problem-solving mindset
· Executive communication and storytelling
· Ability to simplify complex transitions into clear action plans
· High ownership, accountability, and operational rigor
Why This Role Matters
The EOS Program Manager plays a critical role in protecting customer relationships and ensuring smooth product lifecycle transitions. By proactively managing end-of-service programs, this role minimizes disruption, preserves revenue, and enables customers to continue realizing value from Blackbaud solutions as the product portfolio evolves.
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