Customer Success Program Manager

Accountabilities

• • Establish and manage the program operating model, including governance structures, quality assurance processes, coaching frameworks, reporting cadences, and cross-functional escalation protocols.
  • Translate client scorecards and performance expectations into portfolio heat maps, customer health indicators, risk and opportunity thresholds, success plans, engagement triggers, dashboards, and executive business reviews.
  • Own launch and ramp readiness, coordinating recruiting funnel alignment, candidate assessment workflows, trainer integration, systems access, and AI-based role-play readiness requirements.
  • Provide direct leadership during initial launch phases, including team management, coaching, interaction reviews, corrective actions, quality oversight, and escalation support until dedicated frontline management is established.
  • Partner with enterprise client stakeholders to define performance metrics, numerical targets, data sources, attribution rules, decision-making authority, and formal SLA requirements.
  • Optimize staffing allocation, management ratios, portfolio distribution, dedicated versus pooled coverage models, training reinforcement, and workflow routing based on operational and customer data.
  • Lead weekly operational reviews, monthly business reviews, root-cause analyses, and continuous improvement initiatives addressing customer adoption, retention, churn, quality, and operational performance.
  • Monitor program KPIs including cohort ramp, assessment throughput, AI readiness, system provisioning, activation, payment volume expansion, customer retention, cross-sell opportunities, quality, CRM compliance, escalation resolution, and cost to serve.
  • Strengthen governance and scale readiness by identifying operational risks, implementing mitigation plans, and preparing the program for successive growth phases.

  Requirements

  • 7–10+ years of progressive leadership experience in customer success, account management, renewals, or commercially accountable enterprise organizations, with demonstrated success building and scaling complex programs.
  • Strong expertise in customer health frameworks, interaction quality programs, engagement automation, performance management, and executive-level scorecard reporting.
  • Experience operating in or around payments processing, merchant services, banking, lending, fintech, money movement, or financial software environments is preferred.
  • Demonstrated ability to collaborate across Customer Success, Sales, Support, Product, Risk Operations, Payments Operations, Billing, Compliance, Security, and executive stakeholder groups.
  • Proven ability to establish operating structures, translate business requirements into measurable processes, and manage performance against defined SLAs and KPIs.
  • Strong analytical and problem-solving capabilities, with the ability to identify root causes, interpret operational data, and turn insights into practical improvement plans.
  • Excellent executive communication, stakeholder management, coaching, and relationship-building skills.
  • Experience managing ambiguity, competing priorities, and complex cross-functional dependencies in a rapidly scaling environment.
  • Experience building and operating outsourced or partner delivery models for large technology or enterprise clients is preferred.
  • Familiarity with candidate assessment frameworks, conversation intelligence platforms, and AI-driven role-play or readiness tools is a plus.

  Benefits

  • Base salary of $140,000–$150,000 per year.
  • 15% performance bonus opportunity.
  • Opportunity to lead a high-impact customer success program within a financial solutions environment.
  • Significant exposure to enterprise clients and senior executive stakeholders.
  • Broad cross-functional scope spanning customer success, operations, sales, product, risk, compliance, and technology.
  • Opportunity to shape operating models, governance frameworks, quality systems, and scalable customer success processes.
  • Hands-on leadership experience across program launch, ramp, performance optimization, and long-term scale.