Build a customer-facing career where your work directly improves customer outcomes and long-term partnerships.
Job summary
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.
Job responsibilities
- 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 escalate 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
Required qualifications, capabilities, and skills
- 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
Preferred qualifications, capabilities, and skills
- 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)
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
JPMorganChase New York, New York, USA Office
270 Park Avenue, New York, NY, United States, 10017-2014
JPMorganChase New York, New York, USA Office
4 Metrotech Center, New York, NY, United States, 11201
Similar Jobs
What you need to know about the NYC Tech Scene
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
