As a Customer Success Director in Fusion Platform (Firmwide Chief Data Analytics Office and AI Platform), 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.
The Firmwide Data and AI platform spans Data Management (interoperability, entitlements, discovery) and AI (agents, model access, evals, telemetry, training, serving) plus related governance processes. The TAM operates with a high degree of autonomy, runs senior-level governance, removes blockers/escalations to keep customer commitments on track, and proactively shapes and wins new projects for the team.
- 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
- Own the customer engagement and delivery plan, Serve as the single accountable point of contact for technical success across a portfolio of customer organizations.
- Work with Product and Engineering to build and execute delivery plans aligned to customer priorities and platform release cycles. Ensure that customers are aware of existing platform capabilities, and that they are capable of and are adopting these capabilities
- Establish and run a disciplined operating cadence (working sessions, architecture reviews, readiness checkpoints, operational reviews, steering updates). Lead technical deep dives and requirements translation, Run structured requirement deep dives with customer senior engineers, architects, data/AI leads, and risk/control stakeholders. Capture requirements and ensure they are fully understood and accepted by the platform product teams
- Lead customer impacting escalations end-to-end, triage, stakeholder communications, prioritization, and driving durable remediation (including RCA and prevention actions) , Escalation leadership and operational ownership. Partner with SRE & operations and support teams to ensure customer workloads meet reliability and supportability expectations (runbooks, ownership, incident procedures, SLOs where applicable).
- Proactively win and expand customer projects, Identify, shape, and “win” new customer engagements by diagnosing needs, proposing achievable plans, securing stakeholder commitment, and aligning internal delivery capacity. Surface repeatable asks and adoption blockers and convert them into standardized playbooks and clear product & engineering requests.
- 8+ years of experience or equivalent expertise in customer success roles in product or technology
- Experience managing customer bases with technology applications and advising teams on best practices
- Proven ability to influence the adoption and retention of our products across a diverse customer base
- Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale
- 8+ years in technical, delivery-oriented roles such as Technical Account Manager, Solutions Architect, Customer Success Engineering leader, Platform Technical Program Manager, or similar, supporting complex platform products.
- Demonstrated ability to drive execution across multiple teams without direct authority, strong program leadership, dependency management, and escalation skills.
- Proven ability to independently lead technical deep dives and produce high quality requirements. Strong technical foundation across data and AI platforms
- Ability to operate effectively in ambiguity within a newly forming team and evolving platform environment, creating structure while requirements, processes, and ownership models are still being defined.
- Self-starter with strong ownership and initiative, able to proactively identify, shape, and “win” customer engagements/projects, building internal alignment, securing customer commitment, and driving work from concept through execution to measurable outcomes. Executive-level communication skills, able to drive decisions, communicate trade-offs, and provide concise, credible status at senior forums.
- Experience in a business to business (B2B), software as a service (SaaS), or technology environment
- Advanced knowledge of the product development life cycle, technical design, and data analytics
- Knowledge of customer consumption and renewal patterns
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
- 8+ years of experience or equivalent expertise in customer success roles in product or technology
- Experience managing customer bases with technology applications and advising teams on best practices
- Proven ability to drive product adoption and retention across a diverse customer base
- Experience leading teams across highly matrixed and complex organizations while delivering value at scale
- 8+ years in technical, delivery-oriented roles such as Technical Account Manager, Solutions Architect, Customer Success Engineering leader, Platform Technical Program Manager, or similar
- Ability to drive execution across multiple teams without direct authority, including program leadership, dependency management, and escalations
- Ability to independently lead technical deep dives and produce high-quality requirements
- Strong technical foundation across data and AI platforms
- Ability to operate effectively in ambiguity and create structure in evolving teams and platform environments
- Strong ownership, initiative, executive-level communication, decision-making, and stakeholder alignment skills
- Experience in a business-to-business, software-as-a-service, or technology environment
- Advanced knowledge of product development life cycle, technical design, and data analytics
- Knowledge of customer consumption and renewal patterns
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 — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
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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.
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