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

About UsJ.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
About the TeamJ.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.