Strategic CS Program Leader — Launch & Scale Excellence

JDA TSG; United States; Remote; USD 140,000 - 150,000; Full time

Job summary

JDA TSG is seeking a seasoned Customer Success Program Manager (M3) to own the end-to-end partner operating model, launch execution, and health management for a strategic financial solutions initiative. You will act as the operational lead, aligning executive clients, maintaining QA standards, and ensuring SLA compliance while guiding initial frontline team management during launch.

The role requires deep domain expertise in payments/fintech, strong governance capabilities, and a proven track

Qualifications

• Executive CS leadership experience building and scaling customer success organizations.
• Deep domain background in payments processing, merchant services, banking, or fintech preferred.
• Strong command of customer health frameworks, SLAs, and engagement automation tools.
• Ability to operationalize workflows across CS, Sales, Support, Product, Risk Ops, Payments Ops, Billing, Compliance, Security, and executives.

Responsibilities

• Own end-to-end partner operating model and governance for the program.
• Translate client scorecards into heat maps, health signals, and dashboards.
• Lead launch readiness, candidate assessment workflows, and AI role-play readiness gates.
• Provide direct team leadership and coaching during initial program launch phases.
• Align executive clients on metric definitions, targets, data sources, and SLA commencement.
• Optimize staffing and portfolio coverage based on operating data.
• Lead weekly and monthly reviews with stakeholders and drive continuous improvement.

Skills

Executive CS Leadership

Payments & fintech domain

Performance architecture

Cross-functional collaboration

Tools

Candidate screening platforms

Conversation intelligence platforms

AI-driven role-play platforms

Job description

JDA TSG is seeking a seasoned Customer Success Program Manager (M3) to own the end-to-end partner operating model, launch execution, and health management for a strategic financial solutions initiative. You will act as the operational lead, aligning executive clients, maintaining QA standards, and ensuring SLA compliance while guiding initial frontline team management during launch.

The role requires deep domain expertise in payments/fintech, strong governance capabilities, and a proven track