Customer Success Executive Director - - COS Lead (Portfolio, RoB, People)

Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

This Director of Business Enablement & Ops role is a pivotal enabler for our leadership team, directly supporting and partnering with myself and my six leads to drive team success, efficiency, and effectiveness-while fostering a positive, engaging culture. This role oversees business enablement for IPCS, managing operations, team rhythm, people initiatives, and leading key delivery programs. The Business Enablement Director manages a growing team (currently 4 contractors, moving to 3 FTEs in 2026) and is responsible for client portfolio management, rhythm of the business (ROTB), tooling enablement, talent development, event coordination, and program delivery (for special projects). Operating as a connector and leader across working groups spanning IP and other organizations, the Business Enablement Director often leads delivery programs where execution may occur in other teams.

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
• Leadership and influencing skills, with a track record of driving outcomes through indirect reporting and collaboration across organizational boundaries
• Ownership of EOS (Employee Opinion Survey) scores and initiatives to improve them, linking team culture and programs to measurable impact
• Ownership of the client intake process, collaborating with the IP Portfolio team to manage and evolve the client-related portfolio subset and associated tools
• Leadership of cross-org delivery programs and working groups (e.g., Client 360 Dashboard, Client Intake & Decision quarterly process & tools, Aggregate Client Reporting semi-automation)
• Culture keeper: fosters a fun, inclusive, and high-performing team environment

Required qualifications, capabilities, and skills

• 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
• Chief of staff experience, including building and evolving team org structures and operating models to drive efficiency and effectiveness for a multi-leader team
• Experience managing team budgets and staffing, ensuring holistic hiring goals and team satisfaction are achieved
• Ability to support and enable the success of the broader leadership team, driving and reporting on key executive outcomes and team objectives annually
• Portfolio management experience, with a focus on evolving tools and processes
• Experience managing a team of contractors supporting BETs delivery

Preferred qualifications, capabilities, and skills

• 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

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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

ABOUT THE TEAM

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.

Client-provided location(s): New York, NY

Job ID: JPMorgan-210708465

Employment Type: FULL_TIME

Posted: 2026-02-07T19:02:32