Chase · 2 hours ago
Customer Success Director - Head of Fusion Service
277 Park Ave, New York, NY, 10172, US
Full-time
Onsite
Senior Level, Lead/Staff
$166K/yr - $260K/yr
8+ years expChase is one of the oldest financial institutions, offering innovative financial solutions to millions. As a Customer Success Director, you will lead the customer success initiatives, oversee onboarding and product adoption, and establish best practices to enhance customer experiences for a large user base.
BankingFinancial Services
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
Qualification
Required
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
Preferred
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
Benefits
Comprehensive health care coverage
On-site health and wellness centers
A retirement savings plan
Backup childcare
Tuition reimbursement
Mental health support
Financial coaching
Company
Chase
Chase provides broad range of financial services. It is a sub-organization of JP Morgan Chase.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike McDonnell
Managing Director, Head of Chase Travel Platform Product
Nicole Sanchez
Managing Director, Consumer Bank, GM and Product Executive, Growth Financial Products
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