Vice President, Customer Success Manager - Sapphire Reserve

JOB DESCRIPTION

Consumer & Community Banking division at JPMorgan Chase & Co. The company serves Chase customers with various financial services, leading in credit card sales, deposit growth, and digital solutions in the U.S. The role involves improving the customer journey by using product insights to build lasting relationships, promoting content engagement, and enhancing product utility through strategic content initiatives.

Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, product evolution, and driving content engagement. Leverage strategic content initiatives to enhance product utility and boost user engagement.

As a Customer Success Manager in Sapphire Reserve, you develop and maintain customer relationships that make our product value propositions a reality. Build strong relationships with our customers and understand their individual needs and goals as a core contributor to the team. You'll collaborate with content and marketing teams to ensure that our product and content strategies effectively drive user engagement and product growth.

Job Responsibilities:

• Drives product adoption, expansion, and retention: Maintain a healthy customer base through effective engagement strategies and content alignment.
• Conducts regular and proactive account meetings: Share best practices, provide use case demonstrations, communicate future releases, gather feedback on the product’s impact, and collaborate with content teams to optimize user engagement.
• Guides customers through the onboarding process: Set up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements. Work with the growth team to align onboarding processes with content strategies that drive product traction and user retention.
• Tracks key success metrics: Provide data and feedback to the Product and Content teams to inform new features, content priorities, and growth initiatives aimed at increasing user engagement product utility

Required qualifications, capabilities, and skills:

• Experience: 5+ years of experience or equivalent expertise in customer success roles in product, technology, or content-driven environments.
• Skills: Demonstrated ability to influence product adoption, customer retention, and content engagement. Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels. Proven ability to learn new technologies, teach them to others, and collaborate with content and growth teams to drive product success.

To be eligible for this position, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this position. Likewise, JPMorgan Chase & Co., will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT).

ABOUT US

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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 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.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.