Customer Success Program Manager

📋 Description

• Establish and manage the program operating model, governance, QA, coaching, reporting cadences
• Translate client scorecards to portfolio heat maps, health indicators, risk thresholds, success
• Own launch readiness, recruiting funnel, assessment workflows, trainer integration, AI role-play
• Provide leadership during launch phases: team mgmt, coaching, escalation support
• Partner with enterprise stakeholders to define metrics, targets, data sources, SLAs
• Optimize staffing, coverage models, workflows based on data and performance

🎯 Requirements

• 7–10+ years leadership in customer success, account mgmt, renewals, or enterprise roles
• Expertise in customer health frameworks, engagement automation, scorecard reporting
• Experience in payments/fintech or financial software env is a plus
• Collaborates across CS, Sales, Support, Product, Risk, Billing, Compliance, Security
• Establish operations structures and manage performance against SLAs and KPIs
• Strong analytical skills to turn data into improvements

🎁 Benefits

• Base salary: $140,000–$150,000 per year
• 15% performance bonus opportunity
• High-impact CS program in financial solutions