Customer Success Executive Director - - COS Lead (Portfolio, RoB, People)
JPMorgan Chase & Co., New York, New York, us, 10261
Overview
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. 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
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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. 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
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