Customer Success Director - Infrastructure Platform

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.

You will have the opportunity to oversee customer success initiatives, promote customer health metrics, and manage the customer's onboarding journey of the product's adoption, expansion, and retention for some of our largest customers.

In this role, you will 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


* 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


* Build and own customer success strategy by taking a customer-first approach, defining and tracking key metrics including customer health, adoption, retention, and CSAT, and delivering actionable insights to leadership that reflect product impact across customer groups.


* Support an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.


* Focus will be to support your customer broadly as their cloud tech advisor and navigator of the IP org which includes private and public cloud platforms, products, abstraction layers, and tooling.


* Lead cross-functional, matrixed resources including Solutions Architects, Customer Success Analysts, and Operational/Production support specialists.


* Drive annual planning and delivery in part...