Senior Product Manager, Customer Success - Data and Analytics Platform

Help build-out a firmwide Customer Success capability for our Data and Analytics platform.

Initially an individual contributor or small team lead, you will establish the operating model, core processes, and first hires across four pillars: (1) client engagement and prioritization, (2) solutions engineering for priority projects, (3) product specialist/SME enablement, and (4) customer service operations.

As the organization scales, qualified high performers will have opportunities to step into people management.

Job responsibilities

Client engagement and prioritization


* Stand up voice-of-customer and intake to document priority projects, success criteria, and timelines.


* Build and maintain a book of work with clear prioritization frameworks; translate initiatives into epics and acceptance criteria.


* Drive cross-functional scoping and feedback loops to inform roadmap and measure adoption, satisfaction, and ROI.


* Design end-to-end delivery process (intake, discovery, design, build, validation, release, handover).


* Create reusable templates, reference architectures, and automation for common use cases (onboarding, pipelines, entitlements, analytics, AI/ML).


* Define SLAs/OLAs and operating cadences; propose initial roles, interview guides, and onboarding plans; establish delivery KPIs.


* Define operating model for specialist assistance, including office hours, workshops, guides, and escalation paths.


* Build playbooks and enablement curricula; launch knowledge management for guides, FAQs, troubleshooting content.


* Track activation, feature utilization, and time-to-value; recommend initial staffing and ramp plans.


* Help establish tiered support (Tier 0-3), case intake/routing, severity/triage, incident/problem/change management, and PIRs.


* Set response/resolution SLAs, QA loops, customer surveys, and agent scorecards; propose hiring and workforce plans.

Required Qualifications, Capabilities, and Skills


* 8-12+ years in product management, customer success, solutions engineering, or support operations for Data & Analytics platforms.


* Proven track record building/scaling new functions as an IC or small team lead in complex or regulated enterprises.


* Process design expertise: intake/prioritization, SDLC/PDLC, ITIL, SLAs/OLAs, KCS, continuous improvement.


* Strong stakeholder leadership and communication; adept at translating client needs into delivery plans.


* Data and AI platform fluency: onboarding, pipelines, catalog/metadata, entitlements, observability, analytics; familiarity with governance, risk, and compliance.


* Metrics-driven with experience defining and managing KPIs (e.g., adoption, time-to-value, on-time delivery, CSAT, FCR, MTTR).


* Experience writing role profiles, interview frameworks, and onboarding plans; readiness to assume management as the team scales.


* Bachelor's in a related field; advanced degree a plus.

JPMorganChase, ...