Head of Data & AI Platform Customer Success & Delivery

JPMorgan Chase & Co.; New York (NY); On-site; USD 166,000 - 260,000; Full time

Job summary

JPMorgan Chase & Co. in New York, NY and Jersey City, NJ seeks an Executive Director - Senior Technical Account Manager to lead customer success for the Data and AI Fusion Platform.

You will drive onboarding, product adoption, expansion, and customer health metrics across large enterprise accounts, partnering with product and engineering to deliver production-ready solutions. This senior role requires extensive cross-functional leadership, executive-level communication, and a proven ability to

Qualifications

• 8+ years of experience 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.
• 8+ years in technical, delivery-oriented roles such as Technical Account Manager, Solutions Architect, Customer Success Engineering leader, Platform Technical Program Manager, or similar, supporting complex platform products.
• Demonstrated ability to drive execution across multiple teams without direct authority, strong program leadership, dependency management, and escalation skills.
• Proven ability to independently lead technical deep dives and produce high quality requirements. Strong technical foundation across data and AI platforms.
• Ability to operate effectively in ambiguity within a newly forming team and evolving platform environment, creating structure while requirements, processes, and ownership models are still being defined.
• Self-starter with strong ownership and initiative, able to proactively identify, shape, and “win” customer engagements/projects, building internal alignment, securing customer commitment, and driving work from concept through execution to measurable outcomes. Executive-level communication skills, able to drive decisions, communicate trade-offs, and provide concise, credible status at senior forums.

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.
• Own the customer engagement and delivery plan, Serve as the single accountable point of contact for technical success across a portfolio of customer organizations.
• Work with Product and Engineering to build and execute delivery plans aligned to customer priorities and platform release cycles. Ensure that customers are aware of existing platform capabilities, and that they are capable of and are adopting these capabilities.
• Establish and run a disciplined operating cadence (working sessions, architecture reviews, readiness checkpoints, operational reviews, steering updates). Lead technical deep dives and requirements translation, Run structured requirement deep dives with customer senior engineers, architects, data/AI leads, and risk/control stakeholders. Capture requirements and ensure they are fully understood and accepted by the platform product teams.
• Lead customer impacting escalations end-to-end, triage, stakeholder communications, prioritization, and driving durable remediation (including RCA and prevention actions) , Escalation leadership and operational ownership. Partner with SRE & operations and support teams to ensure customer workloads meet reliability and supportability expectations (runbooks, ownership, incident procedures, SLOs where applicable).
• Proactively win and expand customer projects, Identify, shape, and “win” new customer engagements by diagnosing needs, proposing achievable plans, securing stakeholder commitment, and aligning internal delivery capacity. Surface repeatable asks and adoption blockers and convert them into standardized playbooks and clear product & engineering requests.

Skills

Customer success

Account management

Adoption & retention

Team leadership

Technical leadership

Influence without authority

Technical deep dives

Ambiguity handling

Proactivity

B2B SaaS

Product lifecycle

Renewals

Job description

JPMorgan Chase & Co. in New York, NY and Jersey City, NJ seeks an Executive Director - Senior Technical Account Manager to lead customer success for the Data and AI Fusion Platform.

You will drive onboarding, product adoption, expansion, and customer health metrics across large enterprise accounts, partnering with product and engineering to deliver production-ready solutions. This senior role requires extensive cross-functional leadership, executive-level communication, and a proven ability to