Customer Success Director – Ops Enablement & Transformation

Job Description

Customer Success Director – Strategic Initiatives & Transformation | JPMorgan Chase

The Tone:
This is a full-time Director role at JPMorgan Chase, operating within Infrastructure Platforms Client Solutions (IPCS) Ops Enablement & Transformation. This role elevates the customer experience by leading transformative success strategies and applying leadership insights to inspire teams. The director cultivates lasting customer relationships and drives significant impact within the Customer Success team, overseeing initiatives and managing the customer journey for large clients. The role also involves owning and shaping a portfolio of high-value transformation opportunities across IPCS, identifying and assessing them into actionable solutions for informed prioritization and investment decisions.

The TL;DR
• Role: Director
• Type: Full-time
• Team: Infrastructure Platforms Client Solutions (IPCS) Ops Enablement & Transformation, Customer Success team
• Mission: This person drives impact on the Customer Success team by overseeing customer success initiatives, managing the customer journey, and owning the IPCS transformation opportunity portfolio to deliver measurable business value.

What You’ll Actually Do
• Strategy Development: Develop and execute a comprehensive customer success strategy through proactive engagement, onboarding, product adoption, and expansion, aligning with company objectives.
• Team Enablement: Coach the team on best practices for account meetings, including communications, customer retention, research, and expansion.
• Performance Measurement: Build and own the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfaction, delivering these metrics to leadership.
• Portfolio Ownership: Own the IPCS transformation opportunity portfolio, leading opportunity assessment, discovery, root-cause analysis, and solution-shaping activities.
• Initiative Mobilization: Lead initiative mobilization and value realization, providing executive-level insights into emerging client, operational, and strategic opportunities.

The Must-Haves
• Background: Director-level expertise in customer success roles in product or technology, with prior experience leading teams across highly matrixed and complex organizations.
• Experience: 8+ years of experience in customer success roles in product or technology, coupled with proven ability to influence the adoption and retention of products across diverse customer bases.
• Skills: Demonstrated proficiency in opportunity assessment, business case development, prioritization frameworks, governance processes, and execution of complex transformation initiatives. Advanced analytical reasoning skills, including root-cause analysis and structured problem solving, along with advanced expertise in executive communication, stakeholder management, and organizational influence. Proven ability to lead through ambiguity and drive cross-functional initiatives from concept through implementation.
• Bonus: Experience in a business to business (B2B), software as a service (SaaS), or technology environment, with advanced knowledge of the product development life cycle, technical design, data analytics, and customer consumption/renewal patterns.