Senior Customer Success Director - Cloud Strategy & Growth

Testing Site - JPMC; New York (NY); On-site; USD 150,000 - 190,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

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

Job description

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.