Customer Success Manager, Executive Director

Testing Site - JPMC; New York (NY); Sur place; USD 150 000 - 190 000; Plein temps

Résumé du poste

JPMorgan Chase & Co. through its Central Infrastructure Platforms team seeks a Customer Success Director to elevate the customer experience by guiding strategic success initiatives and leading the Customer Success function.

You will drive onboarding, product adoption, expansion, and retention for top clients, promote health metrics, and set best practices while coordinating with Solutions Architects and analysts across a cross‑functional IP organization to deliver exceptional customer outcomes.

Qualifications

• 8+ years 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 adoption and retention across a diverse customer base.
• Led teams across highly matrixed, complex organizations delivering value at scale.
• Knowledge of public and private cloud offerings and related compute, databases, networking, ML, and data analytics.
• Strong writing and communication skills; able to construct technical business cases and ROI analyses.
• Executive-level communication, tailoring messages to customer context.
• Experience in technical account management, professional services, or customer advisory roles.

Responsabilités

• Develops and executes a comprehensive customer success strategy including onboarding, product adoption, expansion and renewal.
• Coaches team on account meeting best practices, communications, customer retention, research, and expansion.
• Builds and owns strategy for key success metrics to track health, adoption, retention, and CSAT; reports to leadership.
• Maintains a customer-first view aligning product impact with customer groups.
• Supports an internal JPMC line of business as an internal customer of the IP organization.
• Acts as cloud tech advisor and navigator for private and public cloud platforms and tooling.
• Leads cross-functional resources including Solutions Architects, CS Analysts, and Production support.
• Drives annual planning and delivery with customers through strategic planning sessions.
• Identifies customer goals and aligns IP ownership to drive delivery of objectives.

Connaissances

Customer success leadership

Cloud technology

Strategic planning

Cross-functional collaboration

Executive communication

Product adoption

Customer health metrics

ROI business cases

Matrixed organizations

SaaS/tech industry experience

Description du poste

Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

As a Customer Success Director within JPMC’s Central Infrastructure Platforms team, you will lead efforts to enhance the impact of the Customer Success team. You will oversee customer success initiatives, promote customer health metrics, and manage the onboarding journey, focusing on product adoption, expansion, and retention for some of our largest customers. As a leader in this space, you establish best practices and closely collaborate with a cross‑functional team to deliver exceptional customer experiences.

Job responsibilities

• Develops and executes 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
• Coaches the team on account meeting best practices including communications, customer retention, research, and expansion
• Builds and owns the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfactions (CSAT), and delivers these metrics to leadership
• Takes a customer‑first view which ties back to how the product impacts our customer groups
• Supports an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.
• Supports 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.
• Leads a cross‑functional matrixed resources including Solutions Architects, Customer Success Analysts, and Operational/Production support resources.
• Drives annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
• Identifies shared customers goals and areas where IP enablement is essential, aligning IP owners to drive delivery towards these objectives.

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent 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.
• Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
• Strong writing and communication skills with experience constructing technical business cases and developing strategic plans
• Experience within technical account management, professional services, or customer advisoryroles.

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
• Certifications in AWS (SA Associate level preferred), or equivalent in Azure and/or GCP.
• Familiarity with waterfall and agile methodologies, preferring waterfall for customer initiatives and agile for downstream collaboration
• Strong problem‑solving skills and ability to adapt to changing business needs and priorities
• Experience in utilizing data‑driven insights to inform product development and customer success strategies