Enterprise Customer Success Program Lead

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

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.