Executive Director - Customer Success Operations Director, AML/KYC

J.P. Morgan; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

J.P. Morgan is seeking a Customer Success Director for Funds Services Operations in New York. You will lead customer success strategy for a portfolio of complex AML/KYC clients, guiding a team focused on onboarding, product adoption, expansion, and retention.

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

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 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 leadership

Portfolio management

Product adoption & retention

Matrixed organizations

AML/KYC knowledge

Tools

CRM systems

Data analytics

Renewal planning

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

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

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. Lead AML/KYC customer success to improve onboarding, adoption, expansion, and retention for enterprise clients.