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Customer Success Program Manager Jobs in Cincinnati, OH

Shape Corp.

Program Manager

Trenton, OH · On-site

... customers. Success in this role requires sound decision-making, adaptability, and the ability to execute with urgency in an environment where priorities can shift quickly Essential Job Functions ...

Shape Corp.

Program Manager

Trenton, OH

... customers. Success in this role requires sound decision-making, adaptability, and the ability to execute with urgency in an environment where priorities can shift quickly Essential Job Functions ...

L2 Aviation Solutions, LLC

PROGRAM MANAGER

Erlanger, KY · On-site

$90 - $120/hr

PROGRAM MANAGER Full Time Erlanger, KY, US 5 days ago Requisition ID: 1037 At L2 Aviation, we do ... As we continue to expand, we're looking for a Customer Success Manager who is passionate about ...

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Customer Success Program Manager information

See Cincinnati, OH salary details

$31.2K

$79.7K

$134.3K

How much do customer success program manager jobs pay per year?

As of Sep 3, 2026, the average yearly pay for customer success program manager in Cincinnati, OH is $79,698.00, according to ZipRecruiter salary data. Most workers in this role earn between $57,100.00 and $95,000.00 per year, depending on experience, location, and employer.

What is a customer success program manager?

A Customer Success Program Manager is a professional responsible for overseeing and implementing programs that help clients achieve their desired outcomes with a company's products or services. They work closely with customers to understand their needs, ensure satisfaction, and drive product adoption and retention. Their role often includes developing strategies, coordinating cross-functional teams, and measuring the success of customer-centric initiatives. By acting as a bridge between clients and internal teams, they help foster long-term customer relationships and business growth.

What are the key skills and qualifications needed to thrive as a customer success program manager?

To thrive as a Customer Success Program Manager, you need strong program management capabilities, experience in customer success or account management, and often a bachelor's degree in business or a related field. Familiarity with customer relationship management (CRM) tools like Salesforce, customer success platforms such as Gainsight, and data analytics systems is typically required. Excellent communication, problem-solving, and leadership skills help you build trust with clients and effectively coordinate cross-functional teams. These skills and qualities are vital to ensure customers achieve their goals, drive product adoption, and foster long-term business relationships.

How does a customer success program manager typically collaborate with cross-functional teams to drive customer outcomes?

Customer Success Program Managers often work closely with teams such as Sales, Product, and Support to ensure customers achieve their desired outcomes. This collaboration involves regular meetings to share customer feedback, align on program goals, and coordinate resources for onboarding, adoption, or issue resolution. Effective communication and project management skills are essential, as the Program Manager acts as a bridge between the customer and internal teams, ensuring everyone is working toward common objectives. This cross-departmental approach helps deliver a seamless customer experience and drives long-term retention.

What is the difference between Customer Success Program Manager vs Customer Success Manager?

AspectCustomer Success Program ManagerCustomer Success Manager
ResponsibilitiesOversees multiple customer success initiatives, manages programs, and develops strategies to improve customer retentionBuilds relationships with individual clients, ensures their satisfaction, and manages day-to-day account needs
Required SkillsProgram management, strategic planning, cross-functional collaborationCustomer relationship management, communication, problem-solving
Work EnvironmentTypically in a team managing multiple accounts or programs within SaaS or tech companiesDirect interaction with clients, often in customer-facing roles within similar industries

The Customer Success Program Manager focuses on managing success programs and strategies across multiple clients, while the Customer Success Manager works directly with individual clients to ensure satisfaction. Both roles require strong communication skills and industry knowledge, but the Program Manager emphasizes strategic oversight and program development.

What does a customer success program manager do?

A customer success program manager oversees initiatives to ensure customers achieve their desired outcomes with a company's products or services. They develop and implement customer success strategies, coordinate cross-functional teams, and analyze customer data to improve satisfaction and retention. Strong communication, project management skills, and familiarity with customer relationship management (CRM) tools are essential for this role.

What are popular job titles related to Customer Success Program Manager jobs in Cincinnati, OH?

For Customer Success Program Manager jobs in Cincinnati, OH, the most frequently searched job titles are:

What job categories do people searching Customer Success Program Manager jobs in Cincinnati, OH look for?

The top searched job categories for Customer Success Program Manager jobs in Cincinnati, OH are:

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Cities near Cincinnati, OH with the most Customer Success Program Manager job openings:

Customer Success Program Manager jobs near you

Customer Success Specialist

Luma Financial Technologies

Cincinnati, OH • On-site

$65K - $75K/yr

Full-time

Re-posted yesterday

Job description

About Luma Financial Technologies
Founded in 2018, Luma Financial Technologies ("Luma") has pioneered a cutting-edge fintech software platform that has been adopted by broker/dealer firms, RIA offices, and private banks around the world. By using Luma, institutional and retail investors have a fully customizable, independent, buy-side technology platform that helps financial teams more efficiently learn about, research, purchase, and manage alternative investments as well as annuities. Luma gives these users the ability to oversee the full, end-to-end process lifecycle by offering a suite of solutions. These include education resources and training materials; creation and pricing of custom structured products; electronic order entry; and post-trade management. By prioritizing transparency and ease of use, Luma is a multi-issuer, multi-wholesaler, and multi-product option that advisors can utilize to best meet their clients' specific portfolio needs. Headquartered in Cincinnati, OH, Luma also has offices in New York, NY, Miami, FL, Zurich, Switzerland and Lisbon, Portugal. For more information, please visit Luma's website.
About the role
As a Customer Success Specialist you will play a key supporting role in helping our clients realize the value of our platform. The primary responsibility of this role is to ensure client success, adoption, and value realization directly to advisors affiliated with our enterprise clients. Luma has evolved into a multi-solution (SKU) platform, where our Specialists will provide support across all SKUs. Working closely with the Customer Success Manager and cross-functional teams, you will assist with onboarding, training, and day-to-day customer requests to ensure a seamless and positive client experience. This role is ideal for someone who is detail-oriented, proactive, and passionate about helping customers succeed. You'll help champion Luma's value throughout the client journey-from onboarding and implementation to ongoing engagement-ensuring clients feel supported every step of the way.
What you'll do
Advisor Support & Task Execution
  • Serve as a frontline contact for customer (Advisor) inquiries via email, calls, or support channels, ensuring prompt and accurate responses.
  • Triage incoming issues and work with internal teams to ensure resolution, escalating more complex items to the CSM or appropriate team.
  • Maintain detailed records of customer interactions and ensure support tickets are tracked and closed efficiently while meeting SLAs.
  • Support platform troubleshooting, including login issues, navigation help, and feature-related questions.

Internal Coordination & Process Improvement
  • Collaborate with Product, Support, and Sales teams to support customer requests and project timelines.
  • Help identify process inefficiencies in onboarding and support workflows and suggest improvements.
  • Support CSM with CRM updates, meeting prep, and internal reporting dashboards.

What Success Looks Like:
Customer Satisfaction & Responsiveness:
  • Customer Satisfaction Score (CSAT): Target satisfaction score of 90, post-engagement on customer surveys to gather actionable feedback.
  • Net Promoter Score (NPS) = Target satisfaction score of 90 rate post-engagement on customer surveys to gather actionable feedback.
  • Onboarding: Support a seamless onboarding experience with 100% checklist completion within target timelines.

Support & Issue Resolution:
  • First Contact Resolution: > 75% of issues resolved in the first touch
  • Time to Resolution: < 2 business days average; < 1 day for critical issues
  • First Response Time: < 4 hours for 95% of advisor support requests
  • First Response Time: Respond to customer inquiries within SLA (e.g., 1 business day) with accuracy and professionalism.
  • Reopened Tickets: < 10% of total tickets should be reopened or follow-ups on the same issue.
  • Backlog Aging (Open > 7 days): < 5% of open cases remain unresolved after 7business days
  • Ticket/Case Resolution per CSA: 20-90 advisor cases or requests resolved weekly (depends on complexity of product)

Platform Support:
  • Knowledge Base Contribution: 1+ article/update per CSA per month to improve enablement or reduce support friction
  • Data Capture: Ensure client data is entered accurately and updated in a timely manner across CRM and support systems (e.g. Jira).
  • Client Escalation: Proactively flag customer risks to Customer Success Manager (CSM) and/or Company Relationship Manager (RM) before issues escalate.

Operational Efficiency & Impact:
  • Turn around client requests and tasks with consistent timeliness (e.g., 95% of tasks completed within SLA).
  • Reduce average ticket handling time through improved internal processes and documentation.
  • Assist in maintaining or improving onboarding time to value for new customers.

Qualifications
  • 1-2 years of experience in a client-facing or operations role, ideally in SaaS or financial services.
  • Strong organizational skills and attention to detail, with the ability to manage multiple requests at once.
  • Excellent written and verbal communication skills.
  • Customer-first mindset with a desire to solve problems and provide a great experience.
  • Basic understanding of CRMs or support platforms (e.g., Salesforce, Zendesk, HubSpot) preferred.
  • Ability to work well in a fast-paced, collaborative team environment.

The pay range for this role is:
65,000 - 75,000 USD per year (Cincinnati)

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