Customer Success Program Manager – Financial Technology

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

📋 Description

• Oversee client relationships and daily interactions as the primary liaison for client stakeholders.

• Establish and communicate clear program objectives aimed at sales and operational solutions for key internal and external stakeholders.

• Manage program finances, including expenses, commission and incentive plans, monthly invoice approvals, and ensure overall budget goals align with gross margin targets.

• Create and present monthly or quarterly business reviews to various levels of client stakeholders, including executives.

• Supervise sales team performance by fostering quota achievement, quota management, forecasting, and analyzing data trends.

• Mentor and develop employees and/or leaders through ongoing performance management, training, and developmental initiatives.

• Inspire team members to pursue personal success.

• Ensure timely delivery of key milestones and outputs related to strategic planning and program performance management.

• Optimize staffing through recruitment, retention strategies, performance planning, and disciplinary measures.

• Collaborate across the MarketStar ecosystem, engaging with Directors, VPs, Business Intelligence, Talent Solutions, Talent Acquisition, and the MarketStar Foundation.

• Identify strategic initiatives to expand and adapt the program to meet market demands and client requirements, with an emphasis on team growth.

• Manage personnel in adherence to employee policies, compliance mandates, and local regulations.

⛳️ Requirements

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

• Demonstrated success in a customer success or account management role, preferably within a SaaS, financial software, or subscription-based business model.

• Experience managing a dedicated book of business in the mid-market sector.

• Strong background in a B2B customer success environment.

• Experience in SaaS or technology sales is strongly preferred.

• Proven experience leading frontline managers in a B2B customer success context.

• Experience in managing client or stakeholder-focused relationships.

• A track record of achieving goals in a sales capacity or as a sales leader.

• Experience with remote team management is an advantage.

• Proficient in utilizing and interpreting data and reporting within a sales context to drive performance.

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

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

• Demonstrated capability to communicate professionally with teams, senior leadership, and internal resources.

• History of developing and presenting business reviews in both live and virtual settings.

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

• Understanding of project management fundamentals including time management, organizational skills, and enforcing project milestone achievements.

• Capability to manage budgets related to P&L and associated business expenses.

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

🏝️ Benefits

• Structured learning and career development programs.

• Mental health program.

• Generous Paid Time Off policy.

• Paid medical leave.

• Child/Dependent care reimbursement.

• Education reimbursement.

• 401k matching.

• Hardship loan program.

• Access to a financial wellness advisor.

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