Customer Success Director - Head of Fusion Service
J.P. Morgan
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
- Define the strategy for client service tooling—including ticketing, routing, automation, and self-service—and drive the evolution of documentation, FAQs, and knowledge bases to empower users and reduce friction.
- Partner with engineering, SRE, and product teams to ensure service tools are reliable, efficient, and aligned with user needs.
- Collaborate across Product, Service Delivery, GTM, Engineering, and SRE to deliver a unified client experience, represent the client voice in strategy and planning, and drive adoption and education through GTM and enablement partnerships.
- Define, track, and manage OKRs and KPIs for client service to ensure transparency and measurable progress, and build scalable processes, playbooks, and workflows for consistent service delivery across regions and time zones.
- Lead incident management and escalation processes with clarity, speed, and effective cross-team coordination.
- Build and lead a 10–12 person global client service team, including analysts, associates, and senior specialists, while establishing a structured pipeline to onboard four new junior team members per year and promote mobility and development.
- Foster a high-performance environment grounded in accountability, empathy, and operational rigor.
- Own the global client service strategy for the data & AI platform, ensuring a seamless, high-quality experience for 200K+ users by establishing a single entry point for inquiries, driving fast and reliable support, and continuously improving service quality through data, feedback, and proactive issue identification.
- 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
- Executive‑level experience leading client service or support operations in a large, global, technology, data or ai organization.
- Proven track record of delivering exceptional client experience at scale, ideally supporting complex technical platforms.
- Strong operational leadership: process design, KPI/OKR management, tooling strategy, and continuous improvement.
- Experience building and developing high‑performing teams, including early‑career talent pipelines.
- Ability to operate in a fast‑paced, matrixed environment with global stakeholders.
- Deep commitment to service excellence, clarity, and user‑centric design.
- 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
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
Oversee customer initiatives, lead onboarding and retention, direct strategy, coach teams, and focus on product impact