A Customer Success Manager manages relationships with customers and works to make sure that customers are satisfied with a company's products or services. May provide technical or product support to customers. Establishes practices and policies to encourage good customer service. Manages customer success department staff.
Recruitment Agency, Staffing, Job Board Description Overview The Customer Success Program Manager (M3) owns the end-to-end partner operating model, launch execution, customer health management system, performance framework, governance layer, and scale readiness for a financial solutions CSM initiative. The M3 serves as the primary operational lead managing executive client alignment, quality architecture, SLA compliance, and cross-functional escalation models. During initial program launch phases, the M3 also carries direct frontline team management and quality oversight responsibilities prior to deploying dedicated frontline manager layers.
Salary:
$140-150k +15%
Performance Bonus What You Will Do Core 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.
Who You Are 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.
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. USD $140,000.00 - USD $150,000.00 /Yr. We are an equal opportunity employer committed to building an inclusive workplace. To view our Equal Employment Opportunity (EEO) policy, please click here.
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.
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.
Responsibilities Core 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.
