Customer Success Associate

Build a customer-facing career where your work directly improves customer outcomes and long-term partnerships.

Build a customer-facing career where your work directly improves customer outcomes and long-term partnerships.

As a Customer Success Associate in HFS IR OPS, you support customers in their journey toward achieving their desired outcomes. You work closely with Customer Success and cross-functional partners to drive product adoption, expansion, and retention. You help ensure a consistent and seamless experience by proactively tracking progress, identifying risks, and resolving issues efficiently. You bring a customer-first mindset and use insights and data to improve engagement and results.

• Support product adoption, expansion, and retention activities to maintain a healthy customer base
• Participate in regular customer and account meetings, capturing clear notes and action items to ensure accountability
• Investigate, triage, and resolve customer issues in a timely and efficient manner, coordinating with internal partners as needed
• Track and analyze key metrics to measure customer health and success outcomes
• Maintain accurate customer records, interactions, and progress updates in relevant systems
• Identify customer risks and escalates appropriately with recommended next steps
• Contribute to continuous improvement of customer experience processes, playbooks, and documentation
• Partner with cross-functional teams to support consistent onboarding and ongoing engagement

• Experience in customer success, account support, client services, or a related domain
• Strong verbal and written communication skills, with the ability to explain ideas clearly to different audiences
• Customer-first mindset with a focus on helping customers achieve measurable outcomes
• Comfortable using technology and learning new programs, tools, and workflows
• Strong analytical and critical thinking skills, with the ability to use data to inform next steps
• Strong organizational skills, with the ability to manage multiple priorities and follow through on commitments
• Demonstrated problem-solving skills and ability to work through issues efficiently and professionally

• Experience supporting customers in a technology, software, or platform environment
• Familiarity with customer relationship management tools (for example, Salesforce) or similar systems
• Experience interpreting customer health metrics, usage trends, or operational performance indicators
• Ability to collaborate effectively with product, operations, and technology partners to drive outcomes
• Experience supporting onboarding, enablement, or customer training initiatives
• Basic project management skills (planning, tracking, and communicating progress)

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 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…