Customer Success Program Manager – Financial Technology

Accountabilities: • Manage client relationships and day-to-day engagement, serving as the primary point of contact for key client stakeholders.

• Define and communicate clear program objectives focused on sales performance and operational solutions across internal and external stakeholders.

• Manage program finances, expenses, commissions, incentive plans, monthly invoice approvals, and overall budget performance against gross margin goals.

• Develop and present monthly or quarterly business reviews to multiple levels of client stakeholders, including C-Suite audiences.

• Oversee sales team performance by driving quota attainment, managing metrics, forecasting results, and analyzing data trends.

• Lead, coach, and develop employees and frontline leaders through daily performance management, training, and individualized development plans.

• Build a strong team culture by understanding employees’ motivations, supporting their professional growth, and encouraging high performance.

• Deliver strategic planning initiatives, performance-management activities, and critical program timelines and milestones.

• Optimize staffing through effective hiring, employee retention, performance planning, and appropriate disciplinary actions.

• Collaborate with internal business functions including leadership, business intelligence, talent solutions, talent acquisition, and community-focused teams.

• Identify strategic opportunities to adapt and expand the program based on market conditions and client needs, with a focus on increasing team size.

• Manage personnel in accordance with company policies, compliance requirements, and applicable local regulations.

Requirements:

• Experience with payment processing, money movement, or other financial and payment products.

• Proven customer success or account management experience, ideally within SaaS, financial software, or subscription-based businesses, with experience managing a dedicated mid-market book of business.

• Strong B2B customer success experience; SaaS or technology sales experience is highly preferred.

• Experience leading frontline managers within a B2B customer success environment, preferably in SaaS or technology sales.

• Demonstrated ability to build and manage client and stakeholder relationships.

• Proven track record of achieving sales goals or leading teams toward quota attainment; experience managing remote teams is a plus.

• Strong ability to use, interpret, and communicate sales data and reporting to improve team performance.

• Proficiency with technology tools such as CRM systems and sales acceleration platforms.

• Demonstrated success collaborating across departments and with diverse stakeholders to achieve business outcomes.

• Excellent professional communication skills, with the ability to engage effectively with teams, senior leadership, and internal partners.

• Experience developing and presenting business reviews in live or virtual settings.

• Demonstrated ability to follow, teach, and coach customer success or sales processes to improve individual and team performance.

• Understanding of project management fundamentals, including time management, organization, milestone tracking, and accountability.

• Ability to manage budgets, P&L considerations, and related business expenses.

• A growth mindset with a strong commitment to continuous professional and personal development.

Benefits:

• Compensation range of $90,000–$120,000 USD annually , including a base salary range of $90,000–$100,000 and a potential $20,000 annual variable bonus .

• Compensation may vary based on responsibilities, experience, location, education or training, internal equity, and relevant skills.

• Fully remote position within the United States.

• Structured learning and career development programs.

• Mental health and overall well-being support.

• Generous paid time off policy.

• Paid medical leave.

• Child/dependent care reimbursement.

• Education reimbursement.

• 401(k) matching and access to a hardship loan program.

• Access to a financial wellness advisor.

• Comprehensive healthcare coverage, including medical, dental, and vision benefits.

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