Customer Success Director – CSP Partnerships

Job Description

Customer Success Director – Cloud Service Provider (CSP) Vendor Management | JPMorgan Chase

The Tone:
This is a leadership role at JPMorgan Chase, a global financial services firm. Within Infrastructure Platforms Client Solutions, this position focuses on elevating the customer experience through transformative success strategies for cloud services. The Director will inspire teams, cultivate lasting customer relationships, and drive significant impact by maximizing the value and performance of strategic Cloud Service Provider partnerships. This role is central to improving efficiency and optimizing value realization for critical cloud infrastructure.

The TL;DR
• Role: Director
• Team: Infrastructure Platforms Client Solutions (IPCS) Ops Enablement & Transformation, within the Customer Success team
• Mission: Maximize the value, performance, and accountability of strategic Cloud Service Provider (CSP) partnerships across Infrastructure Platforms, while overseeing customer success initiatives for largest customers

What You’ll Actually Do
• Strategy Development: Develop and execute comprehensive customer success strategies covering proactive engagement, onboarding, product adoption, expansion, and retention, aligning with company objectives.
• Team Coaching: Coach the customer success team on account meeting best practices, including communications, customer retention, research, and expansion.
• Governance Ownership: Define and own the Cloud Service Provider (CSP) governance model, including decision rights, escalation paths, operating procedures, and lead relevant governance forums and engagement cadences.
• Performance Establishment: Establish performance, risk, and reporting disciplines that enable data-driven decisions, effective vendor governance, and continuous improvement across strategic CSP partnerships.
• Relationship & Commercial Management: Serve as the senior relationship manager for strategic CSP partnerships, driving accountability, and partner with Finance, Procurement, Engineering, and Operations on strategic vendor planning and commercial decision-making.

The Must-Haves
• Background: Director-level expertise with 8+ years of experience in customer success roles within product or technology environments, focusing on infrastructure platforms and cloud services.
• Experience: Proven ability to manage customer bases with technology applications, advise teams on best practices, and lead teams across highly matrixed and complex organizations while delivering value at scale.
• Skills: Demonstrated proficiency in vendor performance management and risk management practices, strong commercial acumen for evaluating vendor value and optimizing costs, and advanced expertise in executive communication, stakeholder management, and influencing outcomes without direct authority.
• Bonus: Experience in a business-to-business (B2B), Software as a Service (SaaS), or technology environment; advanced knowledge of the product development life cycle, technical design, data analytics, and customer consumption/renewal patterns.