Senior Customer Success Manager - VP

JOB DESCRIPTION

Overview

JP Morgan Workplace Solutions is a global leader in equity compensation management, offering a premier cloud-based platform for administering equity plans for public and private companies. Serving over 1,800 corporate clients, from start-ups to multinational corporations, we manage nearly $300 billion in assets for over 1 million employee participants worldwide. We are a dedicated global team of over 1,000+ professionals at the forefront of transforming equity compensation worldwide. This role is dedicated to supporting private companies at every stage, from pre-seed to IPO, helping them navigate the complexities of equity management and drive successful outcomes for their employees and stakeholders.

Role Summary

As a Senior Customer Success Manager (VP) at Workplace Solutions, you will serve as a strategic leader and trusted advisor to our clients, driving commercial conversations and building influential relationships across J.P. Morgan. You will manage complex client portfolios, lead cross-functional initiatives, and deliver exceptional client outcomes. In this hands-on leadership role, you will mentor and develop junior team members, champion the voice of the customer, and proactively identify opportunities for growth, upsell, and cross-sell. The ideal candidate demonstrates tenacity, commercial acumen, and a collaborative spirit, with a proven ability to influence stakeholders and deliver results in a dynamic, global environment.

Key Responsibilities

• Manage and nurture key relationships with high-value customers and senior stakeholders across J.P. Morgan.
• Drive commercial conversations, identifying and executing opportunities for upsell, cross-sell, and revenue growth.
• Serve as a strategic advisor to clients, understanding their business needs and delivering tailored solutions.
• Oversee complex client portfolios, ensuring exceptional service delivery and client satisfaction.
• Lead cross-functional initiatives, collaborating with product, engineering, sales, and support teams to optimize the customer experience.
• Champion the voice of the customer, advocating for client needs and influencing product and process improvements.
• Mentor and develop junior team members, fostering a culture of excellence, collaboration, and continuous learning.
• Proactively identify and address risks, challenges, and opportunities within client accounts.
• Analyze customer feedback and market trends to inform strategy and drive innovation.
• Represent Workplace Solutions in senior-level client meetings and industry events, enhancing the firm’s reputation and market presence.
• Ensure clear, effective communication with clients and internal stakeholders at all levels.
• Develop and implement account plans to achieve revenue and growth targets.

Required Qualifications, Skills, and Capabilities

• Proven experience in relationship management within global companies, preferably in financial services or technology-driven environments.
• Demonstrated commercial acumen with a track record of driving revenue growth through upsell and cross-sell initiatives.
• Experience managing complex client portfolios and high-value customer relationships.
• Strong strategic thinking and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to engage and influence senior stakeholders.
• Experience leading cross-functional teams and initiatives.
• Ability to mentor, motivate, and develop junior team members.
• Proactive, results-oriented approach with a commitment to client success.
• Strong analytical skills, with the ability to interpret customer feedback and market trends.
• Experience advocating for the customer and driving product or process improvements.

Preferred Qualifications, Skills, and Capabilities

• Bachelor’s degree in economics, business, or a related field.
• Experience with cap table management, equity plan management, or the venture ecosystem.
• Experience with cloud-based software platforms.
• Project management experience with excellent organizational skills.
• Experience presenting to senior executives and representing the firm at industry events.
• Success-oriented mindset with a focus on customer satisfaction and continuous improvement.

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
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.​