Manager, Customer Success

JDA TSG provides specialized talent, business process expertise, and technologies to major brands. The Manager, Customer Success leads and develops a team of Customer Success Managers supporting a financial solutions initiative, with responsibility for onboarding, payments activation, account health, growth, quality, compliance, and escalations.

Responsibilities:

• 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

Requirements:

• Minimum of 3 to 5 years of experience leading customer success, account management, or commercial relationship management professionals in a complex, outcome-oriented environment
• Strong background in payments processing, merchant services, banking, lending, fintech, money movement, or spend management software preffered but not required
• Demonstrated expertise in conversation intelligence review, quality calibration, CRM documentation enforcement, and structured performance management
• Proven track record guiding CSMs through consultative discovery, activation roadmaps, retention/cancellation save navigation, and portfolio expansion
• Hands-on experience with enterprise tools including CRM systems (case management), customer health platforms, engagement sequencers, conversation intelligence tools, and AI coaching platforms
• Prior experience leading dedicated, outcome-accountable teams within a managed services or enterprise partner framework