Customer Success Program Manager

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.

Required Qualifications & Experience

• Executive CS Leadership: Minimum of 7 to 10+ years of progressive leadership experience building, scaling, and managing customer success, account management, renewal, or commercially accountable enterprise organizations.
• Domain Expertise: Deep background in payments processing, merchant services, banking, lending, fintech, money movement, or financial software environments preferred, but not required.
• Performance Architecture Mastery: Strong command of customer health frameworks, interaction quality systems, engagement automation tools, and executive scorecard reporting.
• Cross-Functional Navigation: Demonstrated ability to collaborate and operationalize workflows across Customer Success, Sales, Support, Product, Risk Operations, Payments Operations, Billing, Compliance, Security, and enterprise executive stakeholders.

Preferred Qualifications

• Enterprise Managed Services Leadership: Track record building and operating outsourced or partner delivery models for Fortune 500 technology clients.
• Advanced Platform Familiarity: Hands-on familiarity with candidate screening frameworks, conversation intelligence platforms, and AI-driven role-play readiness platforms.

Key Performance Indicators (KPIs)

• Ramp & Scale Execution: On-time cohort recruitment, assessment throughput, AI readiness pass rates, system access provisioning, and time to live contact.
• Program Commercial Outcomes: Program-wide activation, payment volume expansion, customer retention, and qualified cross-sell lead generation.
• Quality & Operational Rigor: Program-wide quality scores, CRM documentation compliance, case routing accuracy across operational teams, escalation resolution, and cost-to-serve management.
• Governance & SLA Performance: Executive business review effectiveness, SLA compliance, risk mitigation execution, and scale readiness across successive cohorts.