Customer Success Director
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
- Supports an internal JPMC line of business as an internal customer of our central Infrastructure Platform (IP) organization.
- Supports customer broadly as their cloud tech advisor and navigator of the IP org which includes private and public cloud platforms, products, abstraction layers, and tooling.
- Leads a cross-functional matrixed resources including Solutions Architects, Customer Success Analysts, and Operational/Production support resources.
- Drives annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
- Identifies shared customers goals and areas where IP enablement is essential, aligning IP owners to drive delivery towards these objectives.
- 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 knowledge of both public and private cloud offerings as well as technical proficiency across compute, databases, networking, machine learning, and data analytics domains.
- Exhibit strong writing and communication skills with experience constructing technical business cases, calculating ROIs, and developing strategic plans.
- Communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
Strong writing and communication skills with experience constructing technical business cases and developing strategic plans
- Experience within technical account management, professional services, or customer advisory roles.
- 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
- Certifications in AWS (SA Associate level preferred), or equivalent in Azure and/or GCP.
- Familiarity with waterfall and agile methodologies, preferring waterfall for customer initiatives and agile for downstream collaboration
- Strong problem-solving skills and ability to adapt to changing business needs and priorities
- Experience in utilizing data-driven insights to inform product development and customer success strategies
Average salary estimate
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