Executive Director - Customer Success Operations Director, AML/KYC

Shape how customers realize value from AML/KYC solutions by building scalable success strategies and developing high-performing teams.

In this role, you will elevate customer outcomes across onboarding, adoption, expansion, and retention while partnering closely with product, sales, and operations.

You will use data-driven insights to strengthen customer health and deliver measurable improvements.

If you enjoy leading through influence and creating repeatable playbooks, this role offers broad visibility and impact.

As a Customer Success Director on the Funds Services Operations team, you lead customer success strategy for a portfolio of complex AML/KYC clients and guide a team focused on onboarding, product adoption, expansion, and retention.

You partner cross-functionally to establish best practices, improve customer health, and deliver a consistent, high-quality customer experience.

You define success metrics and communicate progress and risk clearly to stakeholders.

Job Responsibilities:


* Develop and execute a customer success strategy across onboarding, adoption, expansion, and retention for a portfolio of clients


* Partner with cross-functional stakeholders to align customer outcomes to product capabilities and business priorities


* Establish and standardize account engagement practices for meetings, communications, retention planning, and expansion motion


* Define, track, and report customer health metrics (including adoption, retention, and customer satisfaction) and translate insights into action plans


* Coach and support team members operating in matrixed environments to deliver consistent outcomes at scale


* Identify improvement opportunities by reviewing prior and current approaches and implementing measurable enhancements


* Maintain a customer-first perspective that connects product usage to customer objectives and outcomes

Required Qualifications, Capabilities and Skills:


* 8+ years of experience in customer success within product, software, or technology environments


* Experience managing customer portfolios for technology applications and advising teams on customer success practices


* Ability to drive product adoption and retention across a diverse customer base


* Experience leading and developing teams in matrixed, complex organizations while delivering outcomes at scale


* Knowledge of anti-money laundering and know-your-customer (AML/KYC) concepts and customer use cases

Preferred Qualifications, Capabilities and Skills:


* Experience in business-to-business (B2B) and software-as-a-service (SaaS) environments


* Knowledge of the product development lifecycle, technical design concepts, and data analytics


* Experience interpreting customer consumption patterns and supporting renewal and expansion planning

J.P.

Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, government...