Customer Success, Executive Director - Metrics, Data, Tooling, Automation

Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

As a Customer Success Director in Infrastructure Platforms, you are one of the leaders driving impact on the Customer Success team.

Oversee our customer success initiatives, drive customer health metrics, and manage the customer's onboarding journey of the product's adoption, expansion, and retention for some of our largest customers.

As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences.

Job responsibilities



* Develops and executes a comprehensive customer success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives


* Coaches the team on account meeting best practices including communications, customer retention, research, and expansion


* Builds and owns the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfactions (CSAT), and delivers these metrics to leadership


* Takes a customer-first view which ties back to how the product impacts our customer groups

Required qualifications, capabilities, and skills



* 8+ years of experience or equivalent expertise in customer success roles in product or technology


* Experience managing customer bases with technology applications and advising teams on best practices


* Proven ability to influence the adoption and retention of our products across a diverse customer base


* Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale

Preferred qualifications, capabilities, and skills



* 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, and data analytics


* Knowledge of customer consumption and renewal patterns

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P.

Morgan and Chase brands.

Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.

Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of ...