Customer Success Director

Location: LONDON, LONDON, United Kingdom

Job Family: Customer Success

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a proud history of innovation and client focus. As the Customer Success Director based in our London office, you will play a pivotal role in elevating the client experience within our Commercial & Investment Bank division. Reporting to the Head of Client Management for EMEA, you will develop and execute a comprehensive customer success strategy that drives loyalty, expansion, and long-term value for our institutional clients. This position demands a strategic thinker with deep expertise in financial services, capable of navigating complex regulatory landscapes while fostering partnerships that align with JP Morgan's commitment to excellence and integrity. Your primary focus will be on leading a high-performing team to deliver proactive, personalized support to key accounts, ensuring seamless adoption of our suite of banking solutions including treasury management, capital markets, and advisory services. You will leverage data analytics to anticipate client needs, mitigate churn risks, and identify opportunities for cross-selling innovative products like sustainable finance offerings. Collaborating closely with global teams, you will champion best practices in customer engagement, contributing to JP Morgan's reputation as a trusted advisor in the financial industry. This role offers the chance to influence strategic initiatives that impact clients across Europe, the Middle East, and Africa. We seek a leader who thrives in a dynamic, client-centric environment and is passionate about transforming customer success in banking. If you have a proven ability to build enduring relationships and drive measurable outcomes in a competitive market, join us to shape the future of financial client services at JP Morgan Chase.

Key Responsibilities

• Develop and execute a comprehensive customer success strategy aligned with JP Morgan Chase's global objectives to enhance client retention and growth
• Lead a team of customer success managers to ensure high-touch service for key institutional and corporate clients in the EMEA region
• Analyze customer data and feedback to identify trends, risks, and opportunities for upselling JP Morgan's financial solutions
• Collaborate with sales, product, and operations teams to deliver seamless onboarding and ongoing support for clients utilizing treasury services, wealth management, and investment products
• Drive adoption of digital platforms and tools to improve client engagement and satisfaction metrics
• Monitor and report on key performance indicators such as Net Promoter Score (NPS), churn rates, and revenue expansion
• Foster long-term relationships with C-suite executives in financial services, addressing complex needs in a regulated environment
• Identify and mitigate risks related to client dissatisfaction or compliance issues in accordance with JP Morgan's standards
• Contribute to the evolution of customer success best practices within the firm's Commercial & Investment Bank division

Required Qualifications

• Bachelor's degree in Business, Finance, Marketing, or a related field; Master's degree or MBA preferred
• 10+ years of experience in customer success, account management, or relationship management within the financial services industry
• Proven track record of developing and executing customer success strategies that drive retention, expansion, and satisfaction in a B2B environment
• Deep understanding of financial products and services, including investment banking, asset management, and commercial banking
• Experience leading cross-functional teams in a global financial institution
• Strong analytical skills with proficiency in CRM systems and customer metrics
• Ability to travel internationally as needed for client engagements

Preferred Qualifications

• Experience working at a top-tier financial institution like JP Morgan Chase or similar
• Certification in customer success management (e.g., CCSM) or financial services (e.g., CFA)
• Background in fintech or digital transformation initiatives within banking
• Fluency in additional languages, particularly relevant to European markets

Required Skills

• Strategic planning and execution
• Customer relationship management
• Data analysis and metrics-driven decision making
• Leadership and team management
• Financial services knowledge (e.g., banking regulations, products)
• CRM proficiency (e.g., Salesforce, Gainsight)
• Cross-functional collaboration
• Problem-solving in high-stakes environments
• Communication and presentation skills
• Stakeholder management at executive levels
• Risk assessment and compliance awareness
• Digital tool adoption and tech-savviness
• Adaptability in a fast-paced financial industry
• Emotional intelligence for client empathy

Benefits

• Competitive base salary and performance-based bonus structure
• Comprehensive health, dental, and vision insurance coverage
• Generous retirement savings plan with company matching contributions
• Paid time off including vacation, sick leave, and parental leave
• Professional development opportunities through JP Morgan's internal training programs and tuition reimbursement
• Employee stock purchase plan and financial wellness resources
• Hybrid work model with flexibility for work-life balance in London
• Access to global mobility programs and international assignment opportunities

JP Morgan Chase is an equal opportunity employer.