Customer Success Director - Head of Fusion Service

JPMorgan Chase & Co.•New York, NY

40d

About The Position

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 Chief Data and Analytics Office, 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 end‑to-end client service experience for a user base of 200,000+ employees across all regions—ensuring every interaction is fast, clear, and valuable. You will also build and scale a world‑class client service function that makes it effortless for users to get help, resolve issues, and adopt our capabilities.

Requirements

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.

Nice To Haves

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

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.

Benefits

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume