Senior Director, AML/KYC Customer Success & Strategy

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

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.