Customer Success Manager - Engineering Services & Platforms (ESP)

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 90,000 - 115,000; Full time

Job summary

JPMorgan Chase & Co. in Columbus, OH is seeking a Customer Success Manager within Engineering Platform & Services to translate product insights into lasting relationships and ensure value realization for customers.

You will drive onboarding, adoption, expansion, and retention, guiding customers through product capabilities, sharing best practices, and collaborating with product teams to prioritize features based on feedback and outcomes.

Qualifications

• 5+ years of experience in customer success roles in product or technology.
• Demonstrated ability to influence product adoption and customer retention.
• Excellent communication and interpersonal skills with the ability to engage and influence stakeholders across levels.
• Proven ability to learn new technologies and teach it to others.

Responsibilities

• Drives product adoption, expansion, and retention activities to maintain a healthy customer base.
• Conducts regular and proactive account meetings to share best practices and gather feedback on product impact.
• Guides customers through onboarding and sets up the product according to requirements, leveraging product capabilities.
• Tracks key success metrics and provides data and feedback to inform new features and priorities.

Skills

5+ years in customer success

Influence product adoption

Excellent communication

Learn new technologies

Job description

Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.

As a Customer Success Manager in Engineering Platform & Services, you develop and maintain customer relationships that make our product value propositions a reality. Build and maintain strong relationships with our customers and understand their individual needs and goals as a core contributor of the team.

Job responsibilities

• Drives product adoption, expansion, and retention activities to maintain a healthy customer base
• Conducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers’ business needs
• Guides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements
• Tracks key success metrics and provides data and feedback to the Product team to inform new features and priorities

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in customer success roles in product or technology
• Demonstrated ability to influence product adoption and customer retention
• Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels
• Proven ability to learn new technologies and teach it to others

Preferred qualifications, capabilities, and skills

• Experience in a business to business (B2B) environment or as a colleague in a customer environment