Executive Director - Customer Success Operations Director, AML​/KYC

Shape how customers realize value from AML/KYC solutions by building scalable success strategies and developing high-performing teams. In this role, you will elevate customer outcomes across onboarding, adoption, expansion, and retention while partnering closely with product, sales, and operations. You will use data-driven insights to strengthen customer health and deliver measurable improvements. If you enjoy leading through influence and creating repeatable playbooks, this role offers broad visibility and impact.
    As a Customer Success Director on the Funds Services Operations team, you lead customer success strategy for a portfolio of complex AML/KYC clients and guide a team focused on onboarding, product adoption, expansion, and retention. You partner cross-functionally to establish best practices, improve customer health, and deliver a consistent, high-quality customer experience. You define success metrics and communicate progress and risk clearly to stakeholders.

Job Responsibilities:

Develop and execute a customer success strategy across onboarding, adoption, expansion, and retention for a portfolio of clients

Partner with cross-functional stakeholders to align customer outcomes to product capabilities and business priorities

Establish and standardize account engagement practices for meetings, communications, retention planning, and expansion motion

Define, track, and report customer health metrics (including adoption, retention, and customer satisfaction) and translate insights into action plans

Coach and support team members operating in matrixed environments to deliver consistent outcomes at scale

Identify improvement opportunities by reviewing prior and current approaches and implementing measurable enhancements

Maintain a customer-first perspective that connects product usage to customer objectives and outcomes

Required Qualifications , Capabilities and

Skills:

8+ years of experience in customer success within product, software, or technology environments

Experience managing customer portfolios for technology applications and advising teams on customer success practices

Ability to drive product adoption and retention across a diverse customer base Experience leading and developing teams in matrixed, complex organizations while delivering outcomes at scale

Knowledge of anti-money laundering and know-your-customer (AML/KYC) concepts and customer use cases

Preferred Qualifications , Capabilities and

Skills:

Experience in business-to-business (B2B) and software-as-a-service (SaaS) environments

Knowledge of the product development lifecycle, technical design concepts, and data analytics

Experience interpreting customer consumption patterns and supporting renewal and expansion planning
    JPMorgan

Chase, 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…