What are the responsibilities and job description for the Customer Success Director – Strategic Initiatives & Transformation, Infrastructure Platforms Client Solutions position at JPMorgan Chase?
Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.
As a Customer Success Director in Infrastructure Platforms Client Solutions (IPCS) Ops Enablement & Transformation, 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. In this role you will own the transformation opportunity portfolio across IPCS. You will identify, assess, and shape the highest-value client and business opportunities into actionable solutions that enable leadership to make informed prioritization and investment decisions. You will serve as the central transformation lead across IPCS, driving opportunity discovery, business case development, governance, stakeholder alignment, and initiative mobilization to accelerate execution and deliver measurable business value.
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
- Takes a customer-first view which ties back to how the product impacts our customer groups
- Own the IPCS transformation opportunity portfolio
- Lead opportunity assessment, discovery, root-cause analysis, and solution-shaping activities
- Establish and operate a consistent prioritization and evaluation framework
- Develop business cases, value assessments, funding recommendations, and implementation approaches
- Facilitate governance forums supporting prioritization and investment decisions
- Partner with business, technology, and client stakeholders to define transformation outcomes
- Lead initiative mobilization and value realization while providing executive-level insights into emerging client, operational, and strategic opportunities
Required qualifications, capabilities, and skills
- 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 proficiency in opportunity assessment, business case development, prioritization frameworks, governance processes, and execution of complex transformation initiatives.
- Advanced analytical reasoning skills, including root-cause analysis, structured problem solving, and evaluation of complex business and operational trade-offs
- Proven ability to lead through ambiguity, influence outcomes without direct authority, and drive cross-functional initiatives from concept through implementation
- Advanced expertise in executive communication, stakeholder management, and organizational influence, driving alignment across business, technology, and operational teams.
Preferred qualifications, capabilities, and skills
- 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