Note: The job is a remote job and is open to candidates in USA. JDA TSG is seeking a Customer Success Program Manager to lead the end-to-end operating model and launch execution for a financial solutions customer success initiative. The role manages governance, customer health systems, performance frameworks, executive client alignment, SLA compliance, operational optimization, and initial frontline team leadership.
Responsibilities
- Program Governance & Operating Model: Establish and operate the partner-scale management structure, QA process, coaching framework, reporting cadence, governance layer, and cross-functional escalation protocols
- Scorecard & Analytics Architecture: Translate client scorecards into portfolio heat maps, health signals, risk and opportunity thresholds, success plan standards, engagement triggers, dashboards, and executive business reviews
- Launch & Ramp Execution: Own launch readiness across recruiting funnel alignment, candidate assessment workflows, dedicated trainer integration, systems access provisioning, and AI role-play readiness gates
- Direct Launch Leadership: Provide direct team management, coaching, interaction reviews, corrective action, and escalation support during initial program launch phases before frontline managers are deployed
- Executive Client Alignment & SLAs: Partner with client enterprise stakeholders to align on written metric definitions, numerical targets, data sources, attribution rules, authority boundaries, and formal SLA commencement
- Capacity & Portfolio Optimization: Continually optimize staffing allocation, management ratios, portfolio distribution (dedicated vs. pooled coverage models), training reinforcement, and workflow routing based on operating data
- Operational Reviews & Improvement: Lead weekly operating reviews, monthly business reviews, root-cause analyses on customer churn/adoption friction, and documented continuous improvement plans
Skills
- Minimum of 7 to 10+ years of progressive leadership experience building, scaling, and managing customer success, account management, renewal, or commercially accountable enterprise organizations
- Strong command of customer health frameworks, interaction quality systems, engagement automation tools, and executive scorecard reporting
- Demonstrated ability to collaborate and operationalize workflows across Customer Success, Sales, Support, Product, Risk Operations, Payments Operations, Billing, Compliance, Security, and enterprise executive stakeholders
- Deep background in payments processing, merchant services, banking, lending, fintech, money movement, or financial software environments preferred, but not required
- Track record building and operating outsourced or partner delivery models for Fortune 500 technology clients
- Hands-on familiarity with candidate screening frameworks, conversation intelligence platforms, and AI-driven role-play readiness platforms
Benefits
- 15% Performance Bonus
Company Overview