Note: The job is a remote job and is open to candidates in USA. JDA TSG provides specialized talent, business process expertise, and technology solutions to major brands. The Customer Success Manager owns relationships with mid-market business accounts, guiding clients through the adoption and expansion of payment processing, merchant services, and integrated financial software. The role focuses on retention, account growth, customer engagement, issue coordination, and operational compliance.
Responsibilities
- Customer Engagement & Cadence: Execute a structured engagement methodology including 30-day welcome and discovery, 60-day adoption reviews, and 90-day Quarterly Business Reviews (QBRs) using automated sequencing platforms and proactive account health alerts
- Activation & Solution Coaching: Coach mid-market business owners and finance teams on activation and effective utilization of credit card processing, ACH workflows, invoice-linked payments, and fee surcharging setups
- Portfolio Analysis: Conduct pre-outreach account reviews utilizing CRM transaction history, Total Payment Volume (TPV) metrics, account health signals, and merchant status indicators to tailor every conversation
- Risk Mitigation & Retention: Proactively identify adoption barriers, processing declines, and churn risks. Develop tailored mitigation plans and maintain closed-loop follow-up to secure long-term account retention
- Expansion & Share of Wallet Growth: Uncover and qualify commercial expansion opportunities (such as Accounts Payable / Bill Pay solutions or cash management tools), routing qualified lead opportunities to dedicated account management teams
- Cross-Functional Issue Coordination: Perform initial issue diagnosis and route technical support tickets to Engineering Support, merchant holds or fraud flags to Risk Operations, payment refund requests to Payments Operations, and contract adjustments to Sales
- Quality & Enablement: Active participation in conversational coaching reviews, quality assurance calibration sessions, AI-assisted role-play evaluations, and mandatory compliance or customer protection programs
Skills
- Minimum of 3 years of experience in Customer Success, Account Management, or commercial relationship management
- Minimum of 2 years managing a dedicated mid-market book of business or defined client territory
- Proven ability in consultative discovery, objection handling, workflow troubleshooting, and executive-level oral and written communication
- Demonstrated track record of meeting or exceeding targets across adoption, account health, retention, or expansion metrics
- Background in payments processing, merchant services, banking, lending, fintech, money movement, or spend management software
- Candidates with strong SaaS Customer Success backgrounds who exhibit high commercial acumen and financial software aptitude will also be considered
- Hands-on experience with enterprise tools including Salesforce, Gainsight, Outreach, and Gong
Benefits
- Remote (US)
- Full-Time employment
Company Overview