Customer Success Director

JPMorgan Chase & Co.; City of Westminster; On-site; GBP 90,000 - 120,000; Full time

Job summary

A global financial services leader is seeking a Customer Success Director to lead initiatives that enhance customer satisfaction and retention. The role involves developing customer success strategies, coaching teams, and managing relationships with clients. Advanced experience in customer success, cloud technology, and strong communication skills are essential. Suitable candidates should have technical certifications and experience in a B2B environment.

Qualifications

• Advanced experience in customer success roles in technology.
• Proven ability to influence product adoption across a diverse customer base.
• Demonstrated knowledge of public and private cloud offerings.

Responsibilities

• Develop a comprehensive customer success strategy and execute it.
• Coach the team on account-meeting best practices.
• Drive annual planning sessions with customers.

Skills

Customer success strategy development

Team leadership

Customer engagement

Cloud technology advisory

Account management best practices

Education

Cloud technical certifications (AWS, Azure, GCP)

Job description

Job Overview

As a Customer Success Director in the central Infrastructure Platforms team, you will be a key leader promoting impact on the Customer Success team. You will have the opportunity to oversee customer success initiatives, promote customer health metrics, and manage the customer's onboarding journey of the product's adoption, expansion, and retention for some of our largest customers. In this role, you will establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences.

Responsibilities

• Develop a comprehensive customer success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives.
• Coach the team on account‑meeting best practices including communications, customer retention, research, and expansion.
• Build and own the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfaction (CSAT), and deliver these metrics to leadership.
• Takes a customer‑first view which ties back to how the product impacts our customer groups.
• Support an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.
• Focus will be to support your customer broadly as their cloud tech advisor and navigator of the IP org which includes private and public cloud platforms, products, abstraction layers, and tooling.
• Lead cross‑functional, matrixed resources including Solutions Architects, Customer Success Analysts, and Operational/Production support specialists.
• Drive annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
• Identify shared customer goals and areas where IP enablement is essential, and align IP owners to drive delivery toward these objectives.
• Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

Qualifications

• Advanced experience and expertise in customer success roles in product or technology.
• Experience managing customer bases with technology applications and advising teams on best practices.
• Proven ability to influence the adoption and retention of our products across a diverse customer base.
• Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale.
• Demonstrated knowledge of both public and private cloud offerings as well as technical proficiency across compute, databases, networking, machine learning, and data analytics domains.
• Exhibit strong writing and communication skills with experience constructing technical business cases, calculating ROIs, and developing strategic plans.
• Navigate complex matrix organizations with globally dispersed resources.
• Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
• Cloud technical certifications in AWS, Azure and/or GCP.

Preferred qualifications, capabilities, and skills

• Experience in a business‑to‑business (B2B), software as a service (SaaS), or technology environment.
• Advanced knowledge of the product development life cycle, technical design, and data analytics.
• Knowledge of customer consumption and renewal patterns.
• Experience within technical account management, professional services, or customer advisory functions.

About J.P. Morgan

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first‑class business approach drives everything we do. We strive to build trusted, long‑term partnerships to help our clients achieve their business objectives. Our corporate teams cover a diverse range of areas from finance and risk to human resources and marketing, ensuring that we set our businesses, clients, customers, and employees up for success.