Customer Success Director - Cloud Service Provider (CSP) Vendor Management, Infrastructure Platforms Client Solutions

Job Description

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 be responsible for maximizing the value, performance, and accountability of strategic Cloud Service Provider (CSP) partnerships across Infrastructure Platforms.

 

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 
• Define and own the CSP governance model, including decision rights, escalation paths, and operating procedures. 
• Establish performance, risk, and reporting disciplines that enable data-driven decisions, effective vendor governance, and continuous improvement across strategic CSP partnerships.
• Lead governance forums and engagement cadences across IP and CSP partners.
• Rationalize and simplify vendor arrangements to improve efficiency, reduce duplication, and optimize value realization.
• Serve as the senior relationship manager for strategic CSP partnerships, driving accountability, transparency, and continuous improvement.
• Partner with Finance, Procurement, Engineering, and Operations on strategic vendor planning and commercial decision-making

 

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 vendor performance management and risk management practices, applying data-driven analysis to evaluate vendor outcomes and support strategic decision-making.
• Strong commercial acumen, with experience evaluating vendor value, commercial arrangements, investment decisions, and cost optimization opportunities.
• Proven ability to lead through ambiguity, influence outcomes without direct authority, and drive accountability across complex organizational, vendor, and cross-functional environments.
• Advanced expertise in executive communication, stakeholder management, and organizational influence, establishing productive partnerships, and driving alignment across diverse stakeholder groups.

 

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 

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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

About the Team

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.