Manager, Customer Success

At JDA TSG, we equip many of the world’s major brands with top-tier specialized talent, business process expertise, and technologies to drive their organizations in exciting new directions. What makes us the partner of choice for the most experience-obsessed brands worldwide? We apply extensive due diligence up front to ensure that our teams and talent will be a cultural fit and can make a difference from the very start. And we’ve established a reputation for bringing exceptional focus, flexibility, and confidence with every client we serve. 

Title: Manager, Customer Success

Salary: $87,000 - $95,000 per year

Location: Remote (US)

Employment Type: Full-Time 

Position Summary:

The  Manager, Customer Success (M1) provides frontline people leadership, performance coaching, interaction quality oversight, and operational escalation support for an assigned team of Customer Success Managers (CSMs) within a financial solutions initiative. In this role, you will lead daily execution across customer onboarding, payments activation, account health management, payment volume growth, and qualified expansion leads while driving calibrated interaction quality and strict compliance rigor.

• Frontline Team Coaching: Lead, coach, and develop an assigned team of CSMs through regular 1:1s, conversation intelligence reviews, CRM documentation audits, and targeted performance improvement plans.
• Interaction Quality & Calibration: Own frontline interaction quality, case-routing precision across partner teams (Risk Operations, Payments Operations, Engineering Support, Sales, Billing), follow-through, and quality scoring calibrated with Program Leadership and client stakeholders.
• Portfolio & Health Signal Tracking: Monitor team portfolio coverage, touchpoint engagement sequences, account health score alerts, customer activation milestones, and payment volume progression.
• Commercial Opportunity Qualification: Oversee CSM-identified expansion signals, ensuring proper qualification of leads (such as Accounts Payable solutions and cash management tools) passed to client account management teams.
• Cohort Onboarding & AI Readiness: Guide new and replacement CSMs through nesting, AI role-play readiness validation, and continuing enablement across ongoing program ramps.
• Operational Data Translation: Translate weekly operating data into targeted coaching interventions, capacity adjustments, risk mitigation strategies, and measurable team performance improvements.
• Complex Escalation Handling: Directly manage complex customer situations, fee surcharge disputes, merchant hold/decline escalations, and cross-functional operational roadblocks.

Required Qualifications & Experience

• Leadership Experience: Minimum of 3 to 5 years of experience leading customer success, account management, or commercial relationship management professionals in a complex, outcome-oriented environment.
• Domain Expertise: Strong background in payments processing, merchant services, banking, lending, fintech, money movement, or spend management software preffered but not required.
• Coaching & Quality Mastery: Demonstrated expertise in conversation intelligence review, quality calibration, CRM documentation enforcement, and structured performance management.
• Commercial CS Aptitude: Proven track record guiding CSMs through consultative discovery, activation roadmaps, retention/cancellation save navigation, and portfolio expansion.

Preferred Qualifications

• Enterprise Tech Stack Command: Hands-on experience with enterprise tools including CRM systems (case management), customer health platforms, engagement sequencers, conversation intelligence tools, and AI coaching platforms.
• Managed Services Leadership: Prior experience leading dedicated, outcome-accountable teams within a managed services or enterprise partner framework.

Key Performance Indicators (KPIs)

• Team Interaction & Documentation Quality: Call quality scores, touchpoint attainment, 100% CRM documentation accuracy, and routing precision across operational partner teams.
• Activation & Volume Growth: Team payment activation rates, time to first processing transaction, and overall payment volume progression.
• Portfolio Health & Retention: Account health score improvement, at-risk alert response effectiveness, and portfolio account retention.
• Commercial Expansion: Qualified cross-sell lead generation volume and proper lead handoff execution.
• Coaching & Readiness Execution: 1:1 coaching completion rates, AI readiness pass rates, time-to-live contact readiness, and employee retention.