Senior Customer Success Manager - VP

Overview

JP Morgan Workplace Solutions is a global leader in equity compensation management, offering a premier cloud-based platform for administering equity plans for public and private companies. Serving over 1,800 corporate clients, from start-ups to multinational corporations, we manage nearly $300 billion in assets for over 1 million employee participants worldwide. We are a dedicated global team of over 1,000 professionals at the forefront of transforming equity compensation worldwide. This role is dedicated to supporting private companies at every stage, from pre-seed to IPO, helping them navigate the complexities of equity management and drive successful outcomes for their employees and stakeholders.

Role Summary

As a Senior Customer Success Manager (VP) at Workplace Solutions, you will serve as a strategic leader and trusted advisor to our clients, driving commercial conversations and building influential relationships across J.P. Morgan. You will manage complex client portfolios, lead cross-functional initiatives, and deliver exceptional client outcomes. In this hands-on leadership role, you will mentor and develop junior team members, champion the voice of the customer, and proactively identify opportunities for growth, upsell, and cross-sell. The ideal candidate demonstrates tenacity, commercial acumen, and a collaborative spirit, with a proven ability to influence stakeholders and deliver results in a dynamic, global environment.

Key Responsibilities

• Manage and nurture key relationships with high-value customers and senior stakeholders across J.P. Morgan.
• Drive commercial conversations, identifying and executing opportunities for upsell, cross-sell, and revenue growth.
• Serve as a strategic advisor to clients, understanding their business needs and delivering tailored solutions.
• Oversee complex client portfolios, ensuring exceptional service delivery and client satisfaction.
• Lead cross-functional initiatives, collaborating with product, engineering, sales, and support teams to optimize the customer experience.
• Champion the voice of the customer, advocating for client needs and influencing product and process improvements.
• Mentor and develop junior team members, fostering a culture of excellence, collaboration, and continuous learning.
• Proactively identify and address risks, challenges, and opportunities within client accounts.
• Analyze customer feedback and market trends to inform strategy and drive innovation.
• Represent Workplace Solutions in senior-level client meetings and industry events, enhancing the firm’s reputation and market presence.
• Ensure clear, effective communication with clients and internal stakeholders at all levels.
• Develop and implement account plans to achieve revenue and growth targets.

Required Qualifications, Skills, and Capabilities

• Proven experience in relationship management within global companies, preferably in financial services or technology-driven environments.
• Demonstrated commercial acumen with a track record of driving revenue growth through upsell and cross-sell initiatives.
• Experience managing complex client portfolios and high-value customer relationships.
• Strong strategic thinking and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to engage and influence senior stakeholders.
• Experience leading cross-functional teams and initiatives.
• Ability to mentor, motivate, and develop junior team members.
• Proactive, results-oriented approach with a commitment to client success.
• Strong analytical skills, with the ability to interpret customer feedback and market trends.
• Experience advocating for the customer and driving product or process improvements.

Preferred Qualifications, Skills, and Capabilities

• Bachelor’s degree in economics, business, or a related field.
• Experience with cap table management, equity plan management, or the venture ecosystem.
• Experience with cloud-based software platforms.
• Project management experience with excellent organizational skills.
• Experience presenting to senior executives and representing the firm at industry events.
• Success-oriented mindset with a focus on customer satisfaction and continuous improvement.