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
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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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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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