Director, Customer Success Ops (AML/KYC)

JPMorgan Chase & Co.; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

J.P. Morgan is seeking an Executive Director to lead Customer Success Operations for AML/KYC, overseeing onboarding, adoption, expansion and retention across a portfolio of clients from our Brooklyn hub.

You will partner closely with product, sales and operations to standardize practices, define success metrics, and drive health metrics. This role offers broad visibility and the opportunity to shape outcomes at scale.

Qualifications

• 8+ years of experience in customer success within product, software, or technology environments.
• Experience managing customer portfolios for technology applications and advising teams on customer success practices.
• Ability to drive product adoption and retention across a diverse customer base.
• Experience leading and developing teams in matrixed, complex organizations while delivering outcomes at scale.
• Knowledge of anti-money laundering and know-your-customer (AML/KYC) concepts and customer use cases.

Responsibilities

• Develop and execute a customer success strategy across onboarding, adoption, expansion, and retention for a portfolio of clients.
• Partner with cross-functional stakeholders to align customer outcomes to product capabilities and business priorities.
• Establish and standardize account engagement practices for meetings, communications, retention planning, and expansion motion.
• Define, track, and report customer health metrics (including adoption, retention, and customer satisfaction) and translate insights into action plans.
• Coach and support team members operating in matrixed environments to deliver consistent outcomes at scale.
• Identify improvement opportunities by reviewing prior and current approaches and implementing measurable enhancements.
• Maintain a customer-first perspective that connects product usage to customer objectives and outcomes.

Skills

Customer success

Portfolio management

Product adoption

Team leadership

AML/KYC knowledge

Data analytics

Job description

J.P. Morgan is seeking an Executive Director to lead Customer Success Operations for AML/KYC, overseeing onboarding, adoption, expansion and retention across a portfolio of clients from our Brooklyn hub.

You will partner closely with product, sales and operations to standardize practices, define success metrics, and drive health metrics. This role offers broad visibility and the opportunity to shape outcomes at scale.