Customer Success Manager, Executive Director
On-site · New York City, New York, United States
Job Summary
Customer Success Director/Manager for JPMC’s Central Infrastructure Platforms. Lead initiatives to enhance customer success, onboard, drive product adoption, expansion, and retention for major customers. Oversee a cross-functional team (Solutions Architects, CS Analysts, and production support), establish best practices, develop metrics for customer health, adoption, retention, and CSAT, and present outcomes to leadership. Serve as a cloud technology advisor across private/public cloud offerings, coordinating with internal IP teams to align objectives, drive annual planning, and ensure successful delivery and value realization for customers.
Required Qualifications
- 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
- Demonstrated knowledge of both public and private cloud offerings as well as technical proficiency across compute, databases, networking, machine learning, and data analytics domains.
- Exhibit strong writing and communication skills with experience constructing technical business cases, calculating ROIs, and developing strategic plans.
- Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
- Strong writing and communication skills with experience constructing technical business cases and developing strategic plans
- Experience within technical account management, professional services, or customer advisory roles.
Desired Qualifications
- Experience in customer success leadership
- Experience managing customer bases with technology applications
- Proven ability to influence adoption and retention of products across diverse customer base
- Experience leading a team across matrixed organizations
- Knowledge of public and private cloud offerings (compute, databases, networking, ML, data analytics)
- Strong writing and communication skills for technical business cases and strategic plans
- Experience in technical account management, professional services, or customer advisory roles
- Certifications in AWS (SA Associate) or equivalent in Azure/GCP
- Familiarity with waterfall and agile methodologies
- Experience in B2B SaaS or technology environments
- Knowledge of product development lifecycle and data analytics
- Understanding of customer consumption and renewal patterns
- Data-driven decision making and ability to develop ROIs and strategic plans
- Executive-level communication skills
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