Strategic Sponsor-Backed Client Success Leader

Testing Site - JPMC; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

JPMorgan Chase is seeking a Sponsored Backed Client Success Manager within Global Services to manage sponsor-backed relationships and lead high-performing client support teams. The role emphasizes data-driven decision making, executive communication, and cross-functional collaboration to drive client satisfaction and growth.

The successful candidate will partner with senior leaders, define strategic vision, and own performance metrics, ensuring SLAs and quality standards are met while executing

Qualifications

• Bachelor's degree or equivalent experience.
• 8+ years in client support, customer success, or related client-facing functions.
• 3–5 years leading leaders and managing multi-layered teams.
• Proven track record of building and leading high-performing client support or service organizations in a fast-paced environment.
• Demonstrated experience using data and critical metrics (e.g., CSAT, NPS, retention, SLA adherence) to drive decisions and continuous improvement.

Responsibilities

• Partner with Client Success peers to manage sponsor-backed relationships and strategic accounts.
• Define and communicate the client support strategic vision, priorities, and operating model aligned to company objectives.
• Collaborate with senior leaders to deliver key company and department initiatives.
• Coordinate cross-functional teams (Onboarding, Service, Product, Commercial) to ensure trusted client coverage and retention/growth.
• Ensure research, analysis, and day-to-day requests meet SLAs and quality standards.
• Serve as a key escalation point for complex issues, driving root-cause resolution.
• Own performance metrics (CSAT, NPS, KPIs), set goals, and implement action plans to address trends.
• Lead governance and communications cadence (leadership meetings, business reviews, reporting) and drive process improvements.

Skills

Client support leadership

Team leadership

Data-driven decision making

Executive communication

Relationship management

Process improvement

Education

Bachelor's degree

Job description

JPMorgan Chase is seeking a Sponsored Backed Client Success Manager within Global Services to manage sponsor-backed relationships and lead high-performing client support teams. The role emphasizes data-driven decision making, executive communication, and cross-functional collaboration to drive client satisfaction and growth.

The successful candidate will partner with senior leaders, define strategic vision, and own performance metrics, ensuring SLAs and quality standards are met while executing