Build a customer-facing career where your work directly improves customer outcomes and long-term partnerships.
Job summary
As a Customer Success Associate in HFS IR OPS, you support customers in their journey toward achieving their desired outcomes. You work closely with Customer Success and cross-functional partners to drive product adoption, expansion, and retention. You help ensure a consistent and seamless experience by proactively tracking progress, identifying risks, and resolving issues efficiently. You bring a customer-first mindset and use insights and data to improve engagement and results.
Job responsibilities
- Support product adoption, expansion, and retention activities to maintain a healthy customer base
- Participate in regular customer and account meetings, capturing clear notes and action items to ensure accountability
- Investigate, triage, and resolve customer issues in a timely and efficient manner, coordinating with internal partners as needed
- Track and analyze key metrics to measure customer health and success outcomes
- Maintain accurate customer records, interactions, and progress updates in relevant systems
- Identify customer risks and escalate appropriately with recommended next steps
- Contribute to continuous improvement of customer experience processes, playbooks, and documentation
- Partner with cross-functional teams to support consistent onboarding and ongoing engagement
Required qualifications, capabilities, and skills
- Experience in customer success, account support, client services, or a related domain
- Strong verbal and written communication skills, with the ability to explain ideas clearly to different audiences
- Customer-first mindset with a focus on helping customers achieve measurable outcomes
- Comfortable using technology and learning new programs, tools, and workflows
- Strong analytical and critical thinking skills, with the ability to use data to inform next steps
- Strong organizational skills, with the ability to manage multiple priorities and follow through on commitments
- Demonstrated problem-solving skills and ability to work through issues efficiently and professionally
Preferred qualifications, capabilities, and skills
- Experience supporting customers in a technology, software, or platform environment
- Familiarity with customer relationship management tools (for example, Salesforce) or similar systems
- Experience interpreting customer health metrics, usage trends, or operational performance indicators
- Ability to collaborate effectively with product, operations, and technology partners to drive outcomes
- Experience supporting onboarding, enablement, or customer training initiatives
- Basic project management skills (planning, tracking, and communicating progress)
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 individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
Skills Required
- Experience in customer success, account support, client services, or a related domain
- Strong verbal and written communication skills
- Customer-first mindset focused on measurable customer outcomes
- Comfort using technology and learning new programs, tools, and workflows
- Strong analytical and critical thinking skills
- Strong organizational skills and ability to manage multiple priorities
- Demonstrated problem-solving skills
- Experience supporting customers in a technology, software, or platform environment
- Familiarity with CRM tools such as Salesforce
- Experience interpreting customer health metrics, usage trends, or operational performance indicators
- Ability to collaborate with product, operations, and technology partners
- Experience supporting onboarding, enablement, or customer training initiatives
- Basic project management skills
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Health coverage is considered comprehensive, including medical, dental, and vision, alongside wellness and mental health resources. Some locations add onsite health centers and related wellbeing support.
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Retirement Support — Retirement offerings include a 401(k)-type savings plan and related financial benefits, with options such as employee stock purchase participation. Financial planning resources are also highlighted to support long-term savings.
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Parental & Family Support — Paid parental leave of 16 weeks for birth or adoption is available for all parents. Child care and back-up child care resources further reinforce family support.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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