Manager, Customer Success

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

Overview

AtJDA TSG, we equip many of the world’s major brands with top-tier specialized talent, business processexpertise, and technologies to drive their organizations in exciting new directions. What makes us the partner of choice for the mostexperience-obsessed brands worldwide? We apply extensive due diligence up front to ensure that our teams and talent will be a cultural fit and can make a difference from the very start. Andwe’veestablished a reputation for bringing exceptional focus, flexibility, and confidence with every client we serve.

Title: Manager, Customer Success

Salary: $87,000 - $95,000 per year + 15% Performance Bonus

Location: Remote (US)

Employment Type: Full-Time

Position Summary:

The Manager, Customer Success (M1) provides frontline people leadership, performance coaching, interaction quality oversight, and operational escalation support for an assigned team of Customer Success Specialists within a financial solutions initiative. In this role, you will lead daily execution across customer onboarding, payments activation, account health management, payment volume growth, and qualified expansion leads while driving calibrated interaction quality and strict compliance rigor.

What You Will Do

• Frontline Team Coaching: Lead, coach, and develop an assigned team of CSMs through regular 1:1s, conversation intelligence reviews, CRM documentation audits, and targeted performance improvement plans.
• Interaction Quality & Calibration: Own frontline interaction quality, case-routing precision across partner teams (Risk Operations, Payments Operations, Engineering Support, Sales, Billing), follow-through, and quality scoring calibrated with Program Leadership and client stakeholders.
• Portfolio & Health Signal Tracking: Monitor team portfolio coverage, touchpoint engagement sequences, account health score alerts, customer activation milestones, and payment volume progression.
• Commercial Opportunity Qualification: Oversee CSM-identified expansion signals, ensuring proper qualification of leads (such as Accounts Payable solutions and cash management tools) passed to client account management teams.
• Cohort Onboarding & AI Readiness: Guide new and replacement CSMs through nesting, AI role-play readiness validation, and continuing enablement across ongoing program ramps.
• Operational Data Translation: Translate weekly operating data into targeted coaching interventions, capacity adjustments, risk mitigation strategies, and measurable team performance improvements.
• Complex Escalation Handling: Directly manage complex customer situations, fee surcharge disputes, merchant hold/decline escalations, and cross-functional operational roadblocks.

Who You Are

Required Qualifications & Experience

• Leadership Experience: Minimum of 3 to 5 years of experience leading customer success, account management, or commercial relationship management professionals in a complex, outcome-oriented environment.
• Domain Expertise: Strong background in payments processing, merchant services, banking, lending, fintech, money movement, or spend management software preffered but not required.
• Coaching & Quality Mastery: Demonstrated expertise in conversation intelligence review, quality calibration, CRM documentation enforcement, and structured performance management.
• Commercial CS Aptitude: Proven track record guiding CSMs through consultative discovery, activation roadmaps, retention/cancellation save navigation, and portfolio expansion.

Preferred Qualifications

• Enterprise Tech Stack Command: Hands-on experience with enterprise tools including CRM systems (case management), customer health platforms, engagement sequencers, conversation intelligence tools, and AI coaching platforms.
• Managed Services Leadership: Prior experience leading dedicated, outcome-accountable teams within a managed services or enterprise partner framework.

Key Performance Indicators (KPIs)

• Team Interaction & Documentation Quality: Call quality scores, touchpoint attainment, 100% CRM documentation accuracy, and routing precision across operational partner teams.
• Activation & Volume Growth: Team payment activation rates, time to first processing transaction, and overall payment volume progression.
• Portfolio Health & Retention: Account health score improvement, at-risk alert response effectiveness, and portfolio account retention.
• Commercial Expansion: Qualified cross-sell lead generation volume and proper lead handoff execution.
• Coaching & Readiness Execution: 1:1 coaching completion rates, AI readiness pass rates, time-to-live contact readiness, and employee retention.

Posted Salary Range

USD $87,000.00 - USD $95,000.00 /Yr.