Senior Customer Success Manager - VP

JPMorganChase•Nashville, TN

About The Position

Description 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.

Requirements

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.

Nice To Haves

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.

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.