📍 Job Overview

• Job Title: Product Solutions Manager / Customer Success Manager - Cloud - B2B
• Company: Chase
• Location: London, London, City of, United Kingdom
• Job Type: Full time
• Category: Customer Success, Product Management
• Date Posted: 2025-05-14

🚀 Role Summary

• Drive Product Adoption and Customer Success: Translate product insights into lasting customer relationships by proactively collaborating, onboarding, and evolving products.
• Understand and Address Customer Needs: Build and maintain strong relationships with customers to understand their unique needs and goals.
• Leverage Cloud Technologies: Utilize expertise in both public and private cloud offerings to provide customers with the best solutions.
• Influence and Communicate Effectively: Engage and influence stakeholders across all levels to drive product adoption and retention.

📝 Enhancement Note: This role requires a strong balance of technical proficiency and exceptional communication skills to succeed in a customer-facing, cloud-focused environment.

💻 Primary Responsibilities

• Drive Product Adoption and Retention: Develop and maintain customer relationships to ensure a healthy customer base.
• Conduct Regular Account Meetings: Share best practices, provide use case demonstrations, communicate future releases, and gather feedback.
• Guide Customers Through Onboarding: Set up products according to customer requirements, leveraging a deep understanding of product capabilities.
• Track Key Success Metrics: Provide data and feedback to the Product team to inform new features and priorities.
• Support Internal Line of Business: Serve as an internal customer of the central Infrastructure Platform (IP) organization.
• Lead Cross-Functional Matrixed Resources: Collaborate with Solutions Architects, Customer Success Analysts, and operational/production support resources.
• Drive Annual Planning and Delivery Structures: Work with customers to identify shared goals and align IP owners to drive delivery towards these objectives.

📝 Enhancement Note: This role requires a strategic mindset to align customer goals with product capabilities and drive successful customer outcomes.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 5+ years of experience in customer success roles in product or technology.

Required Skills:

• Proven ability to influence product adoption and customer retention.
• Excellent communication and interpersonal skills.
• Strong writing and communication skills, with experience constructing technical business cases, calculating ROIs, and developing strategic plans.
• Demonstrated knowledge of both public and private cloud offerings, with technical proficiency across compute, databases, networking, machine learning, and data analytics domains.
• Ability to learn new technologies and teach them to others.
• Experience navigating complex matrix organizations with globally dispersed resources.
• Ability to communicate effectively at an executive level, tailoring messages to individual customers by adding contextual relevance.
• Cloud technical certifications in AWS, Azure, and/or GCP.

Preferred Skills:

• Experience in a business-to-business (B2B) environment or as a colleague in a customer environment.
• Advanced knowledge of the product development life cycle, technical design, and data analytics.
• Experience within technical account management, professional services, or customer advisory functions.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: £70,000 - £90,000 per annum (Based on market research for Customer Success Manager roles in London with 5+ years of experience in the tech industry)

Benefits:

• Competitive benefits package, including health, dental, and vision insurance.
• Retirement savings plans with company match.
• Generous time-off policies, including vacation, sick, and holiday time.
• Employee discounts on various products and services.
• Tuition assistance and professional development opportunities.

Working Hours: Full-time, typically Monday to Friday, 9:00 AM to 5:30 PM, with flexibility for project deadlines and customer needs.

🎯 Team & Company Context

Company Culture: Chase is a global financial services firm with a strong focus on innovation and customer-centricity. This role will require working closely with both internal and external customers to drive product adoption and success.

Team Structure: The team consists of Customer Success Managers, Solutions Architects, Customer Success Analysts, and operational/production support resources. The role will involve leading and collaborating with these resources to drive customer success.

Development Methodology: The team follows an Agile/Scrum methodology, with regular sprint planning, stand-ups, and retrospectives. Customer feedback is integrated into the development process to inform new features and priorities.

Company Website: www.chase.com

📝 Enhancement Note: Chase's culture emphasizes collaboration, innovation, and a strong focus on customer needs, making it an ideal fit for a Customer Success Manager with a strategic mindset and exceptional communication skills.

📈 Career & Growth Analysis

Customer Success Manager Career Level: This role is at the mid-level, requiring a balance of technical proficiency, exceptional communication skills, and strategic thinking. The ideal candidate will have 5-10 years of experience in customer success roles, with a proven track record of driving product adoption and retention.

Reporting Structure: The role reports directly to the Head of Customer Success for the Infrastructure Platforms team. The role also involves leading cross-functional matrixed resources, including Solutions Architects, Customer Success Analysts, and operational/production support resources.

Technical Impact: The role has a significant impact on customer success and product adoption. By understanding customer needs and providing tailored solutions, the Customer Success Manager can drive lasting customer relationships and inform product development.

Growth Opportunities:

• Career Progression: With experience and success in this role, there may be opportunities to move into senior customer success roles, product management, or other strategic positions within the organization.
• Technical Skill Development: The role offers the opportunity to deepen technical knowledge of cloud offerings, data analytics, and other emerging technologies.
• Leadership Development: Leading cross-functional matrixed resources provides opportunities to develop leadership and team management skills.

📝 Enhancement Note: This role offers significant growth opportunities for the right candidate, with the potential to progress into senior roles, develop technical expertise, and hone leadership skills.

🌐 Work Environment

Office Type: Modern, collaborative office space with state-of-the-art technology and amenities.

Office Location(s): London, with flexibility for remote work as needed.

Workspace Context:

• Collaborative Environment: The workspace encourages collaboration and communication, with open-plan offices and dedicated team spaces.
• Technology and Tools: The office is equipped with the latest technology, including high-speed internet, video conferencing, and collaboration software.
• Work-Life Balance: The company offers flexible working arrangements and encourages a healthy work-life balance.

Work Schedule: Full-time, with flexibility for project deadlines and customer needs. The role may require occasional travel to meet with customers or attend industry events.

📝 Enhancement Note: Chase's work environment fosters collaboration and innovation, with modern offices and state-of-the-art technology to support the team's success.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to discuss the role, experience, and fit with the team.
2. On-site Interview: A series of interviews with team members, including a case study presentation and behavioral questions.
3. Final Interview: A meeting with the hiring manager to discuss fit, expectations, and next steps.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's communication skills, technical proficiency, and strategic thinking. Preparation should focus on demonstrating a strong understanding of customer success principles, cloud technologies, and data analytics.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Success Values:

• Customer-Centric: Put customers at the heart of everything we do, understanding their needs and driving their success.
• Collaborative: Work together to achieve shared goals and drive customer success.
• Innovative: Continuously seek new ways to improve our products and services, staying ahead of the curve.
• Accountable: Take ownership of our responsibilities and deliver on our commitments to our customers.

Collaboration Style:

• Cross-Functional Integration: Work closely with internal teams, including product, engineering, and marketing, to drive customer success.
• Code Review Culture: Foster a culture of continuous learning and improvement, with regular feedback and knowledge sharing.
• Knowledge Sharing: Encourage a culture of knowledge sharing and mentoring to help team members grow and develop.

📝 Enhancement Note: Chase's customer success team values a customer-centric, collaborative, and innovative approach to driving customer success. The ideal candidate will embody these values and be able to work effectively with both internal and external teams.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Customer Needs Assessment: Continuously understand and adapt to the evolving needs of customers, staying ahead of market trends and competitors.
• Product Adoption and Retention: Drive product adoption and retention by providing tailored solutions and exceptional customer service.
• Cross-Functional Collaboration: Work effectively with internal teams, including product, engineering, and marketing, to drive customer success.

Learning & Development Opportunities:

• Cloud Technology Training: Deepen technical knowledge of cloud offerings, data analytics, and other emerging technologies.
• Leadership Development: Develop leadership and team management skills through leading cross-functional matrixed resources.
• Industry Events and Conferences: Attend industry events and conferences to stay up-to-date with the latest trends and best practices in customer success and cloud technologies.

📝 Enhancement Note: This role presents significant technical challenges and learning opportunities for the right candidate, with the potential to develop expertise in cloud technologies, data analytics, and customer success principles.

💡 Interview Preparation

Technical Questions:

• Cloud Technologies: Demonstrate a strong understanding of both public and private cloud offerings, with technical proficiency across compute, databases, networking, machine learning, and data analytics domains.
• Customer Success Principles: Articulate a clear understanding of customer success principles, including customer-centricity, collaboration, and innovation.
• Data Analytics: Showcase strong analytical skills and the ability to interpret and communicate data-driven insights.

Company & Culture Questions:

• Chase Culture: Demonstrate a strong understanding of Chase's culture and values, and how they apply to the role of Customer Success Manager.
• Customer Success Strategy: Articulate a clear strategy for driving customer success, including approaches to product adoption, retention, and customer engagement.
• Cross-Functional Collaboration: Describe experiences working with cross-functional teams, including product, engineering, and marketing, to drive customer success.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating a strong understanding of cloud technologies, customer success principles, and data analytics. Candidates should also be prepared to discuss their approach to driving customer success and working with cross-functional teams.

📌 Application Steps

To apply for this Customer Success Manager position:

1. Submit your application through the provided link.
2. Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
3. Prepare for the interview process by researching Chase's culture and values, and practicing your responses to technical and behavioral questions.
4. Be ready to discuss your approach to driving customer success and working with cross-functional teams.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer success industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.