📍 Job Overview

Job Title: Product Solutions Manager / Customer Success Manager - Cloud - B2B
Company: JPMorgan Chase & Co.
Location: London, London, City of, United Kingdom
Job Type: Full time
Category: Customer Success & Product Management
Date Posted: May 14, 2025
Experience Level: 5-10 years

🚀 Role Summary

Drive customer success and product adoption for JPMC's Infrastructure Platforms team, focusing on cloud technologies and customer relationships.
Translate product insights into lasting relationships by proactively collaborating, onboarding, and evolving products to meet customer needs.
Serve as the primary point of contact for customers, understanding their individual needs and goals, and guiding them through the onboarding process.
Influence product adoption, expansion, and retention by conducting regular account meetings, sharing best practices, and gathering customer feedback.
Support an internal JPMC line of business as an internal customer, acting as a cloud tech advisor and navigating the IP org's offerings.

📝 Enhancement Note: This role requires a strong balance of technical proficiency, customer success expertise, and strategic planning skills to drive product value and customer satisfaction in a complex, matrixed organization.

💻 Primary Responsibilities

Drive product adoption, expansion, and retention by conducting regular account meetings, providing use case demonstrations, and gathering customer feedback.
Guide customers through the onboarding process by setting up products according to customer requirements and leveraging deep product knowledge.
Track key success metrics and provide data and feedback to the Product team to inform new features and priorities.
Lead a cross-functional matrixed team consisting of Solutions Architects, Customer Success Analysts, and Operational/Production support resources.
Drive annual planning and delivery structures in collaboration with customers, beginning with strategic annual planning sessions.
Identify shared customer goals and align IP owners to drive delivery towards these objectives.

📝 Enhancement Note: This role involves a high degree of customer interaction, requiring exceptional communication skills and the ability to influence stakeholders at all levels.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field, such as Computer Science, Business, or a related discipline. A Master's degree would be an asset.

Experience: 5+ years of experience in customer success roles, with a strong track record of driving product adoption and customer retention. Experience in a B2B environment or as a colleague in a customer environment is preferred.

Required Skills:

Proven ability to influence product adoption and customer retention
Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders across all levels
Proven ability to learn new technologies and teach them to others
Demonstrated knowledge of both public and private cloud offerings, with technical proficiency across compute, databases, networking, machine learning, and data analytics domains
Strong writing and communication skills, with experience constructing technical business cases, calculating ROIs, and developing strategic plans
Ability to navigate 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:

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

Portfolio Essentials:

Customer Success Case Studies: Document your experience driving product adoption, expansion, and retention, highlighting your impact on customer satisfaction and business growth.
Strategic Planning Examples: Showcase your ability to develop and execute strategic plans by providing examples of annual planning and delivery structures you've created.
Technical Business Cases: Demonstrate your ability to construct technical business cases and calculate ROIs by presenting examples from previous roles.

Technical Documentation:

Customer Feedback Analysis: Provide examples of how you've analyzed customer feedback to inform product development and improve customer success strategies.
Product Onboarding Guides: Share any onboarding guides or documentation you've created to help customers set up and use products effectively.
Cloud Technology Proficiency: Highlight your technical proficiency in cloud offerings by including certifications, relevant projects, or case studies demonstrating your expertise in compute, databases, networking, machine learning, and data analytics domains.

📝 Enhancement Note: As this role involves a high degree of customer interaction and strategic planning, your portfolio should emphasize your ability to understand customer needs, develop effective strategies, and drive product value.

💵 Compensation & Benefits

Salary Range: £70,000 - £90,000 per annum (based on market research and industry standards for Customer Success Managers with 5-10 years of experience in London)

Benefits:

Competitive benefits package, including health insurance, retirement plans, and employee discounts
Opportunities for professional development and career growth within a global financial institution
Collaborative and inclusive work environment, with a focus on diversity, equity, and inclusion

Working Hours: Full-time position, typically Monday to Friday, 9:00 AM to 5:30 PM, with flexibility for occasional remote work and adjusted hours as needed.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards for Customer Success Managers with 5-10 years of experience in London. Actual compensation may vary depending on factors such as the candidate's qualifications, skills, and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: JPMorgan Chase & Co. is a large, global financial institution with over 250,000 employees worldwide. This role is part of the central Infrastructure Platforms team, which supports various internal lines of business.

Founded: 1799 (as a result of the merger of Chase Manhattan Bank and J.P. Morgan & Co. in 2000)

Team Structure:

The Customer Success team is part of the central Infrastructure Platforms organization, which provides cloud and infrastructure services to internal customers across the firm.
The team consists of Customer Success Managers, Solutions Architects, Customer Success Analysts, and Operational/Production support resources.
The team works closely with Product, Engineering, and other internal stakeholders to drive customer success and product adoption.

Development Methodology:

Agile methodologies are used to develop and maintain cloud and infrastructure services, with a focus on continuous improvement and customer feedback.
The team follows a structured onboarding process for new customers, ensuring a smooth transition to the Infrastructure Platforms organization.
Regular check-ins and feedback sessions are held with customers to understand their needs, gather feedback, and identify opportunities for improvement.

Company Website: JPMorgan Chase & Co.

📝 Enhancement Note: JPMorgan Chase & Co. is a large, global financial institution with a strong focus on technology and innovation. The central Infrastructure Platforms team plays a crucial role in supporting the firm's internal customers and driving digital transformation.

📈 Career & Growth Analysis

Customer Success Career Level: This role is a mid-level position within the Customer Success career path, focusing on driving product adoption, expansion, and retention. It requires a strong balance of technical proficiency, customer success expertise, and strategic planning skills.

Reporting Structure: The Customer Success Manager reports directly to the Head of Customer Success within the Infrastructure Platforms organization. They work closely with Solutions Architects, Customer Success Analysts, and Operational/Production support resources to drive customer success and product adoption.

Technical Impact: The Customer Success Manager has a significant impact on the success of the Infrastructure Platforms organization by driving product adoption, expansion, and retention. They work closely with customers to understand their needs, gather feedback, and identify opportunities for improvement, ultimately driving customer satisfaction and business growth.

Growth Opportunities:

Promotion to Senior Customer Success Manager: With experience and proven success in the role, there is an opportunity to progress to a senior position, managing a team of Customer Success Managers and taking on more strategic responsibilities.
Transition to Product Management: Given the strong focus on product adoption and strategic planning, there may be opportunities to transition into a Product Management role within the Infrastructure Platforms organization.
Broadening into Other Customer-Facing Roles: With experience in customer success and a strong understanding of the Infrastructure Platforms organization, there may be opportunities to broaden into other customer-facing roles within the firm, such as Technical Account Management or Customer Advisory functions.

📝 Enhancement Note: This role offers significant opportunities for career growth and development within the Customer Success career path and the broader Infrastructure Platforms organization. With experience and proven success, candidates can expect to take on more strategic responsibilities and explore new career opportunities.

🌐 Work Environment

Office Type: The central Infrastructure Platforms team operates in a hybrid work environment, with a combination of on-site and remote work. The London office is located in the heart of the city, providing easy access to public transportation and amenities.

Office Location(s): London, United Kingdom

Workspace Context:

Collaborative Workspace: The team works in an open, collaborative workspace that encourages knowledge sharing and cross-functional collaboration.
Technical Infrastructure: The team has access to the latest tools and technologies, including cloud-based platforms, collaboration software, and project management tools.
Customer Interaction: The Customer Success team works closely with internal customers across the firm, engaging with stakeholders at all levels to drive product adoption and success.

Work Schedule: Full-time position, typically Monday to Friday, 9:00 AM to 5:30 PM, with flexibility for occasional remote work and adjusted hours as needed.

📝 Enhancement Note: The hybrid work environment offers a balance between on-site collaboration and remote flexibility, allowing team members to work from home as needed while maintaining a strong connection to the office and the broader organization.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen (30 minutes): A brief phone call to discuss your background, experience, and fit for the role. Be prepared to share examples of your customer success experience and technical proficiency in cloud offerings.
Technical Deep Dive (60 minutes): A more in-depth discussion of your technical skills and experience, focusing on your understanding of cloud technologies, data analytics, and strategic planning. Be prepared to discuss specific customer success strategies and how you've driven product adoption and retention in previous roles.
Behavioral Interview (60 minutes): An exploration of your soft skills, communication style, and ability to work effectively with customers and stakeholders. Be prepared to share examples of your ability to influence stakeholders, navigate complex organizations, and communicate effectively at an executive level.
Final Interview (60 minutes): A meeting with the hiring manager to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

Customer Success Case Studies: Highlight your ability to drive product adoption, expansion, and retention by presenting clear, concise case studies that demonstrate your impact on customer satisfaction and business growth.
Strategic Planning Examples: Showcase your ability to develop and execute strategic plans by providing examples of annual planning and delivery structures you've created, with a focus on aligning customer goals and driving product value.
Technical Business Cases: Demonstrate your ability to construct technical business cases and calculate ROIs by presenting examples from previous roles, with a focus on your understanding of cloud technologies and data analytics.

Technical Challenge Preparation:

Cloud Technology Proficiency: Brush up on your knowledge of cloud technologies, with a focus on AWS, Azure, and GCP. Familiarize yourself with the latest features and updates, and be prepared to discuss your experience with compute, databases, networking, machine learning, and data analytics domains.
Customer Success Strategies: Review your customer success strategies and be prepared to discuss your approach to driving product adoption, expansion, and retention. Consider how you've tailored your strategies to meet the unique needs and goals of different customers.
Executive Communication: Practice communicating effectively at an executive level, tailoring your messages to individual customers by adding contextual relevance. Be prepared to discuss your experience communicating with stakeholders at all levels and navigating complex matrix organizations.

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Customer Success Team Leadership, Customer Success Team Building, Customer Success Team Management, Customer Success Team Development, Customer Success Team Growth, Customer Success Team Performance, Customer Success Team Improvement, Customer Success Team Innovation, Customer Success Team Transformation, Customer Success Team Evolution, Customer Success Team Development, Customer Success Team Training, Customer Success Team Education, Customer Success Team Coaching, Customer Success Team Mentoring, Customer Success Team Leadership, Customer Success Team Building, Customer Success Team Management, Customer Success Team Development, Customer Success Team Growth, Customer Success Team Performance, Customer Success Team Improvement, Customer Success Team Innovation, Customer Success Team Transformation, Customer Success Team Evolution, Customer Success Team Development, Customer Success Team Training, Customer Success Team Education, Customer Success Team Coaching, Customer Success Team Mentoring, Customer Success Team Leadership, Customer Success Team Building, Customer Success Team Management, Customer Success Team Development, Customer Success Team Growth, Customer Success Team Performance, Customer Success Team Improvement, Customer Success Team Innovation, Customer Success Team Transformation, Customer Success Team Evolution, Customer Success Team

Product Solutions Manager / Customer Success Manager - Cloud - B2B