About this role
Job responsibilities
- Executes product adoption, expansion, and retention activities to support a healthy customer base
- Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
- Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs
- Tracks and analyzes key success metrics to measure customer health and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
- Define and execute customer success strategies for employee-facing platforms; Develop Go-To-Market (GTM) plans for major technology rollouts and adoption programs.
- Act as the voice of employees to influence platform enhancements and service improvements; Build strong relationships with business representatives and technology partners to ensure alignment.
- Drive adoption through onboarding programs, training sessions, and self-service resources; Create knowledge hubs and support channels for employees to manage their technology lifecycle.
- Understand cross-functional projects ensuring timelines, dependencies, and deliverables are tracked; Apply project management methodologies (Agile, Waterfall) for planning and execution; Manage risk registers and contingency plans for rollout activities.
- Understand engineering and infrastructure platform to be able to identify stability and performance issues affecting the employee experience.
- Define KPIs for platform adoption and employee experience; Implement feedback loops to refine strategies and improve usability.
- 3+ years of experience or equivalent expertise in customer success or a relevant domain area
- Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
- Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
- Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
- 3+ years of experience in Customer Success, Employee Technology Enablement, or Digital Workplace Strategy.
- Deep understanding of employee needs and hybrid work models.
- Familiarity with enterprise platforms, virtual technologies, and Microsoft collaboration tools.
- Skilled in planning, execution, and stakeholder communication using PM tools (e.g., Jira, Confluence, Sharepoint).
- Experience in onboarding, adoption, and retention for enterprise platforms.
- Ability to collaborate across business and technology teams. Proficiency in analytics and KPI tracking for platform success. Skilled in preparing employees for technology transitions.
- Ability to deliver concise, impactful updates to leadership. Proven track record of leading enterprise-level adoption programs
Preferred qualifications, capabilities, and skills
- Bachelor’s degree in Business, Technology, or related field preferred.
- PMP or Agile certification preferred.
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
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.
Other facts
About JPMorgan Chase & Co.
With a history tracing its roots to 1799 in New York City, JPMorganChase is one of the world's oldest, largest, and best-known financial institutions—carrying forth the innovative spirit of our heritage firms in global operations across 100 markets.
We serve millions of customers and many of the world’s most prominent corporate, institutional, and government clients daily, managing assets and investments, offering business advice and strategies, and providing innovative banking solutions and services.
Social Media Terms and Conditions: https://bit.ly/JPMCSocialTerms
JPMorgan Chase & Co. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
What you'll do
- The Senior Customer Success Associate is responsible for customer onboarding, adoption, and ensuring seamless customer experiences. They will execute strategies to drive product adoption and customer satisfaction while collaborating with cross-functional teams.
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