Customer Success Manager - Engineering Services & Platforms (ESP)

JPMorgan Chase; Kentucky; On-site; USD 70,000 - 110,000; Full time

Job summary

JPMorgan Chase seeks a Customer Success Manager in Engineering Platform & Services to translate product insights into lasting relationships and drive value for customers.

You will manage relationships, understand customer goals, guide onboarding, and ensure adoption of our product features. Strong communication and collaboration across teams are essential.

Collaborate with Product and Engineering to shape future releases and deliver measurable outcomes for customers.

Qualifications

• 5+ years of customer success experience in product/tech.
• Proven ability to drive product adoption and retention.
• Excellent communication and interpersonal skills.
• Ability to learn new technologies and teach others.

Responsibilities

• Drives product adoption, expansion, and retention.
• Conducts proactive account meetings and demos to illustrate key product functionality and gather feedback.
• Guides onboarding and product setup per customer requirements.
• Tracks success metrics and informs Product team on features and priorities.

Skills

Customer success

Stakeholder engagement

Communication

Product knowledge

Data-driven decisions

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