Customer Success Leader - FinTech & Payments (Remote)

JDA TSG; United States; Remote; USD 87,000 - 95,000; Full time

Job summary

JDA TSG is seeking a Manager, Customer Success to lead and coach a team of Customer Success Specialists in a payments-focused initiative. The role emphasizes frontline impact, process discipline, and collaboration across Risk, Operations, Engineering, Sales, and Billing to drive activation and growth.

Ideal candidates will bring 3–5 years of leadership in CS, a strong payments domain background, and a proven track record in coaching, quality calibration, and portfolio expansion.

Qualifications

• Leadership experience in customer success or account management in a complex environment.
• Strong background in payments processing, merchant services, fintech, or spend management software preferred.
• Coaching, quality calibration, CRM documentation enforcement, and performance management expertise.
• Experience guiding CS teams through discovery, activation roadmaps, retention, and expansion.

Responsibilities

• Lead, coach, and develop an assigned team of CSMs through 1:1s and performance plans.
• Own frontline interaction quality and case routing across partner teams to ensure quality.
• Monitor portfolio coverage, activation milestones, and payment volume progression.
• Oversee qualification of expansion signals and handoff to account teams.
• Guide new CSMs through nesting and AI readiness validation during ramp.
• Translate weekly data into targeted coaching interventions and risk mitigation.
• Directly manage complex customer escalations and operational roadblocks.

Skills

Leadership experience

Domain expertise

Coaching & quality mastery

Commercial CS aptitude

Tools

CRM systems

AI coaching platforms

Job description

JDA TSG is seeking a Manager, Customer Success to lead and coach a team of Customer Success Specialists in a payments-focused initiative. The role emphasizes frontline impact, process discipline, and collaboration across Risk, Operations, Engineering, Sales, and Billing to drive activation and growth.

Ideal candidates will bring 3–5 years of leadership in CS, a strong payments domain background, and a proven track record in coaching, quality calibration, and portfolio expansion.