Customer Success Program Manager

Jobgether; United States; On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Performance bonus 15%

Enterprise exposure

Cross-functional collaboration

Job summary

Jobgether is seeking a Customer Success Program Manager in the United States. This role leads a scalable customer success program within a financial solutions environment, overseeing launch readiness, customer health, governance, and performance management.

You will partner with enterprise clients and cross-functional teams to define SLAs, reporting structures, and escalation processes, turning data into actionable improvements and ensuring staffing and workflows scale as the program grows.

Qualifications

• 7–10+ years of progressive leadership experience in customer success, account management, renewals, or commercially accountable enterprise organizations.
• Strong expertise in customer health frameworks, interaction quality programs, engagement automation, performance management, and executive-level scorecard reporting.
• Experience around payments processing, merchant services, banking, lending, fintech, money movement, or financial software environments is preferred.

Responsibilities

• Establish and manage the program operating model, governance structures, quality assurance processes, coaching frameworks, reporting cadences, and cross-functional escalation protocols.
• Translate client scorecards into portfolio heat maps, health indicators, risk and opportunity thresholds, success plans, engagement triggers, dashboards, and executive reviews.
• Own launch and ramp readiness, including recruiting funnel alignment, candidate assessment workflows, trainer integration, systems access, and AI-based readiness requirements.
• Provide leadership during initial launch phases, including coaching, performance oversight, and escalation support until frontline management is in place.
• Partner with enterprise client stakeholders to define performance metrics, data sources, attribution rules, and formal SLA requirements.
• Optimize staffing allocation, portfolio distribution, and workflow routing based on data.
• Lead weekly reviews, monthly business reviews, root-cause analyses, and continuous improvement initiatives.
• Monitor program KPIs including ramp, throughput, readiness, activation, retention, and cost to serve.
• Strengthen governance and scale readiness by mitigating risks for growth phases.

Skills

Customer success leadership

Account management

Performance management

Executive reporting

Cross-functional collaboration

Payments/fintech experience

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Program Manager based in United States.

This role leads the operating model and execution of a scalable customer success program within a financial solutions environment.

You will oversee launch readiness, customer health, quality, governance, performance management, and operational scalability.

The position combines strategic program leadership with hands-on execution during the early stages of program launch.

You will work closely with enterprise clients and cross-functional teams to establish clear expectations, SLAs, reporting structures, and escalation processes.

Success will depend on your ability to turn operational and customer data into actionable insights and continuous improvement initiatives.

You will also optimize staffing, portfolio coverage, workflows, and management structures as the program grows.

This is a high-impact opportunity for an experienced customer success leader comfortable operating across complex, fast-moving organizations.

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.