Senior TAM & Customer Success Director

J.P. Morgan; New York (NY); On-site; USD 180,000 - 250,000; Full time

Benefits offered by this job

Health care

On-site health centers

Retirement plan

Backup childcare

Tuition reimbursement

Mental health support

Financial coaching

Job summary

JPMorganChase is seeking a Customer Success Director within the Fusion Platform to drive strategic customer outcomes across large client portfolios. You will lead a cross-functional team, oversee onboarding, adoption, and retention, and partner with Product and Engineering to align delivery with platform roadmaps.

The role requires executive-level communication, strong program leadership, and a track record of delivering measurable customer value in a complex, fast-paced environment.

Qualifications

• 8+ years in customer success or equivalent leadership roles.
• Experience guiding adoption, retention, and expansion for large customer bases.
• Proven ability to influence across matrixed organizations and drive execution at scale.
• Strong executive-level communication and stakeholder management skills.

Responsibilities

• Develop and execute a comprehensive customer success strategy across portfolios.
• Coach teams on account meetings, retention, research, and expansion.
• Define and track key customer health metrics and CSAT, reporting to leadership.
• Own engagement and delivery plans; be the single accountable contact for technical success.
• Collaborate with Product and Engineering to align delivery with priorities and release cycles.
• Lead governance cadences, deep-dive sessions, and requirements translation.
• Manage escalations end-to-end; coordinate with SRE/ops to meet reliability targets.
• Identify and win new engagements, converting blockers into scalable playbooks.

Skills

Customer success leadership

Technical account management

Executive communication

Cross-functional leadership

Data analytics knowledge

SaaS / B2B experience

Program / project leadership

Job description

JPMorganChase is seeking a Customer Success Director within the Fusion Platform to drive strategic customer outcomes across large client portfolios. You will lead a cross-functional team, oversee onboarding, adoption, and retention, and partner with Product and Engineering to align delivery with platform roadmaps.

The role requires executive-level communication, strong program leadership, and a track record of delivering measurable customer value in a complex, fast-paced environment.