Executive Director - Customer Success Operations Director, AML/KYC

JPMorganChase; New York (NY); On-site; USD 170,000 - 210,000; Full time

Benefits offered by this job

Comprehensive health care coverage

On-site health and wellness centers

A retirement savings plan

Backup childcare

Tuition reimbursement

Mental health support

Financial coaching

Job summary

JPMorganChase is seeking a Customer Success Director for the Funds Services Operations team in New York. You will lead customer success strategy for AML/KYC clients and guide a team focused on onboarding, product adoption, expansion, and retention, partnering across product, sales, and operations.

You will define success metrics, communicate progress and risk to stakeholders, and drive best practices to improve customer health and deliver a consistent, high-quality customer experience.

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 experience

Portfolio management

Product adoption

Team leadership

AML/KYC knowledge

Job description

Job Description

Shape how customers realize value from AML/KYC solutions by building scalable success strategies and developing high-performing teams. In this role, you will elevate customer outcomes across onboarding, adoption, expansion, and retention while partnering closely with product, sales, and operations. You will use data-driven insights to strengthen customer health and deliver measurable improvements. If you enjoy leading through influence and creating repeatable playbooks, this role offers broad visibility and impact.

Job Description

Shape how customers realize value from AML/KYC solutions by building scalable success strategies and developing high-performing teams. In this role, you will elevate customer outcomes across onboarding, adoption, expansion, and retention while partnering closely with product, sales, and operations. You will use data-driven insights to strengthen customer health and deliver measurable improvements. If you enjoy leading through influence and creating repeatable playbooks, this role offers broad visibility and impact.

As a Customer Success Director on the Funds Services Operations team, you lead customer success strategy for a portfolio of complex AML/KYC clients and guide a team focused on onboarding, product adoption, expansion, and retention. You partner cross-functionally to establish best practices, improve customer health, and deliver a consistent, high-quality customer experience. You define success metrics and communicate progress and risk clearly to stakeholders.

Job 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

Required Qualifications, Capabilities And Skills

• 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

Preferred Qualifications, Capabilities And Skills

• Experience in business-to-business (B2B) and software-as-a-service (SaaS) environments
• Knowledge of the product development lifecycle, technical design concepts, and data analytics
• Experience interpreting customer consumption patterns and supporting renewal and expansion planning

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

• comprehensive health care coverage
• on-site health and wellness centers
• a retirement savings plan
• backup childcare
• tuition reimbursement
• mental health support
• financial coaching

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.