Chase · 20 hours ago
Senior Customer Success Associate - Go To Market
545 Washington Blvd, Jersey City, NJ, 07310, US
Full-time
Onsite
Mid, Senior Level
$91K/yr - $132K/yr
3+ years expChase is one of the oldest financial institutions, offering innovative financial solutions to a wide range of clients. As a Senior Customer Success Associate, you will support clients throughout their journey with products, focusing on customer onboarding, adoption, and satisfaction while collaborating with cross-functional teams.
BankingFinancial Services
Responsibilities
Executes product adoption, expansion, and retention activities to support a healthy customer base
Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs
Tracks and analyzes key success metrics to measure customer health and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
Define and execute customer success strategies for employee-facing platforms; Develop Go-To-Market (GTM) plans for major technology rollouts and adoption programs
Act as the voice of employees to influence platform enhancements and service improvements; Build strong relationships with business representatives and technology partners to ensure alignment
Drive adoption through onboarding programs, training sessions, and self-service resources; Create knowledge hubs and support channels for employees to manage their technology lifecycle
Understand cross-functional projects ensuring timelines, dependencies, and deliverables are tracked; Apply project management methodologies (Agile, Waterfall) for planning and execution; Manage risk registers and contingency plans for rollout activities
Understand engineering and infrastructure platform to be able to identify stability and performance issues affecting the employee experience
Define KPIs for platform adoption and employee experience; Implement feedback loops to refine strategies and improve usability
Qualification
Required
3+ years of experience or equivalent expertise in customer success or a relevant domain area
Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
3+ years of experience in Customer Success, Employee Technology Enablement, or Digital Workplace Strategy
Deep understanding of employee needs and hybrid work models
Familiarity with enterprise platforms, virtual technologies, and Microsoft collaboration tools
Skilled in planning, execution, and stakeholder communication using PM tools (e.g., Jira, Confluence, Sharepoint)
Experience in onboarding, adoption, and retention for enterprise platforms
Ability to collaborate across business and technology teams. Proficiency in analytics and KPI tracking for platform success. Skilled in preparing employees for technology transitions
Ability to deliver concise, impactful updates to leadership. Proven track record of leading enterprise-level adoption programs
Preferred
Bachelor's degree in Business, Technology, or related field preferred
PMP or Agile certification preferred
Benefits
Comprehensive health care coverage
On-site health and wellness centers
A retirement savings plan
Backup childcare
Tuition reimbursement
Mental health support
Financial coaching
Company
Chase
Chase provides broad range of financial services. It is a sub-organization of JP Morgan Chase.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike McDonnell
Managing Director, Head of Chase Travel Platform Product
Nicole Sanchez
Managing Director, Consumer Bank, GM and Product Executive, Growth Financial Products
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