Customer Success Program Manager – Financial Technology

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary point of contact for client stakeholders, managing relationships and daily engagements.

• Define and communicate clear program objectives aimed at delivering sales and operational solutions to key internal and external stakeholders.

• Oversee program financials, including expenses, commission and incentive plans, monthly invoice approvals with Finance, and overall budget management against gross margin targets.

• Create and present business reviews, typically on a monthly or quarterly basis, to various levels of client stakeholders, including C-Suite executives.

• Supervise the sales team's performance by enhancing quota achievement, metric accomplishment, quota management, forecasting, and analyzing data trends.

• Mentor and guide a team of employees and/or leaders through ongoing performance management, training, and development strategies.

• Inspire and motivate employees to achieve personal success.

• Ensure timely delivery of strategic planning and program performance management deliverables.

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

• Work collaboratively within the MarketStar ecosystem, including Directors, VPs, Business Intelligence, Talent Solutions, Talent Acquisition, and MarketStar Foundation.

• Identify strategic opportunities to enhance and adapt the program in response to market conditions and client requirements, with an emphasis on team expansion.

• Manage personnel in accordance with employee policies, compliance, and local regulations.

⛳️ Requirements

• Experience in payment processing, money movement, or related financial/payment products.

• Demonstrated success in a customer success or account management capacity, ideally within a SaaS, financial software, or subscription-based business model, managing a specific book of business in the mid-market sector.

• Extensive experience in a B2B customer success environment; background in SaaS or tech sales is highly preferred.

• Proven experience leading frontline managers in a B2B customer success setting; SaaS or tech sales experience is a plus.

• Experience managing client or stakeholder relationships effectively.

• Record of achieving goals in a sales position or as a sales leader; experience with remote teams is advantageous.

• Skilled in utilizing and interpreting data and analytics in a sales context to enhance performance.

• Strong grasp of technology tools, including CRM and sales acceleration platforms.

• Proven ability to collaborate with other departments or individuals to achieve business objectives.

• Excellent communication skills, capable of conveying information professionally to teams, senior leadership, and internal resources.

• History of preparing and delivering business reviews in both live and virtual environments.

• Proven success in adhering to, teaching, and coaching a customer success or sales process to elevate the performance of others.

• Understanding of project management fundamentals, including time management, organizational skills, and facilitating the achievement of project milestones.

• Ability to manage budgets related to P&L and other business expenses effectively.

• A growth mindset focused on developing both professional and personal skills and expertise.

🏝️ Benefits

• Well-structured learning and career development programs.

• Comprehensive mental health program.

• Generous Paid Time Off policy.

• Paid medical leave.

• Child/Dependent care reimbursement.

• Education reimbursement.

• 401k matching program.

• Hardship loan program.

• Access to a financial wellness advisor.

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