Customer Success Senior Associate - WorkSmarter

JPMorgan Chase · New York City

Job Description

As a Customer Success Senior Associate in Employee Experience, you will partner directly with organizations and senior leaders to improve how their teams work and help them realize greater value from workplace technologies. You will lead high-profile engagements, build trusted relationships, and apply strategic thinking to translate business priorities into tailored experiences, adoption plans, and measurable outcomes. This highly visible role requires executive presence and the confidence to engage leaders one-to-one, facilitate leadership teams, and represent WorkSmarter at major forums and events.

Job responsibilities

Lead end-to-end customer engagements for senior leaders, Lines of Business, and corporate functions, from discovery and alignment through delivery, adoption, follow-up, and measurement.
Build and manage trusted relationships with a portfolio of organizations and senior leaders, maintaining a strong understanding of their priorities, employee needs, adoption opportunities, and measures of success.
Advise executives and leadership teams on practical opportunities to improve productivity, strengthen collaboration, and adopt AI-enabled ways of working.
Design and deliver executive-ready presentations, demonstrations, workshops, and adoption plans tailored to each customer's priorities and audience needs.
Develop multi-month adoption campaigns with sponsoring leaders, combining curated content, live experiences, and clear success measures to convert executive sponsorship into broader adoption.
Present confidently across settings, from executive one-to-ones to leadership forums, conferences, offsites, town halls, and other large-scale events.
Coordinate product, change, communications, design, research, learning, and support partners to deliver a cohesive customer experience, while routing feedback and adoption barriers to product owners and vendors.
Build reusable playbooks, toolkits, and frameworks that scale successful engagements, while managing multiple high-profile priorities and guiding junior team members.

Required qualifications, capabilities, and skills

4+ years of experience in Customer Success, Management Consulting, Strategy, Transformation, Financial Services, or Technology, with experience supporting complex customer or stakeholder needs.
Strong strategic problem-solving skills, including the ability to structure ambiguous challenges and translate them into clear recommendations, narratives, and action plans.
Exceptional executive presence and communication skills, with the confidence to engage senior leaders, facilitate leadership teams, and present to large audiences.
Experience leading customer, client, or stakeholder engagements from discovery and alignment through executive-ready delivery, adoption, and follow-through.
Ability to simplify complex business and technology topics through practical recommendations, advanced PowerPoint skills, and compelling executive storytelling.
Ability to quickly learn emerging technologies and connect their capabilities to business priorities, employee needs, and practical ways of working.
Experience with change management, customer adoption, or technology enablement programs that drive measurable behavior change.

Preferred qualifications, capabilities, and skills

Experience in strategy or management consulting, or in a strategic Customer Success role supporting senior leaders and complex organizations.
Strong working knowledge of Microsoft 365, Copilot, Zoom, and other productivity tools, with hands-on experience applying AI to business challenges.
Experience leading advisory boards, employee communities, champion networks, or large-scale presentations and demonstrations.
Familiarity with JPMorganChase Lines of Business, governance, and senior leadership forums.
Experience partnering with technology vendors, learning teams, and communications programs to scale adoption.
Experience coaching or managing analysts or associates.

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

Lead high-impact engagements, aligning leaders, business priorities and emerging technology to improve adoption and employee outcomes.

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