Senior Product Manager, Customer Success – Data and Analytics Platform

JPMorgan Chase & Co. • New York, NY

1d

About The Position

Help build‑out a firmwide Customer Success capability for our Data and Analytics
platform. Initially an individual contributor or small team lead, you will
establish the operating model, core processes, and first hires across four
pillars: (1) client engagement and prioritization, (2) solutions engineering for
priority projects, (3) product specialist/SME enablement, and (4) customer
service operations. As the organization scales, qualified high performers will
have opportunities to step into people management.

Requirements

• 8–12+ years in product management, customer success, solutions engineering, or support operations for Data & Analytics platforms.
• Proven track record building/scaling new functions as an IC or small team lead in complex or regulated enterprises.
• Process design expertise: intake/prioritization, SDLC/PDLC, ITIL, SLAs/OLAs, KCS, continuous improvement.
• Strong stakeholder leadership and communication; adept at translating client needs into delivery plans.
• Data and AI platform fluency: onboarding, pipelines, catalog/metadata, entitlements, observability, analytics; familiarity with governance, risk, and compliance.
• Metrics‑driven with experience defining and managing KPIs (e.g., adoption, time‑to‑value, on‑time delivery, CSAT, FCR, MTTR).
• Experience writing role profiles, interview frameworks, and onboarding plans; readiness to assume management as the team scales.
• Bachelor’s in a related field; advanced degree a plus.

Responsibilities

• Stand up voice‑of‑customer and intake to document priority projects, success criteria, and timelines.
• Build and maintain a book of work with clear prioritization frameworks; translate initiatives into epics and acceptance criteria.
• Drive cross‑functional scoping and feedback loops to inform roadmap and measure adoption, satisfaction, and ROI.
• Design end‑to‑end delivery process (intake, discovery, design, build, validation, release, handover).
• Create reusable templates, reference architectures, and automation for common use cases (onboarding, pipelines, entitlements, analytics, AI/ML).
• Define SLAs/OLAs and operating cadences; propose initial roles, interview guides, and onboarding plans; establish delivery KPIs.
• Define operating model for specialist assistance, including office hours, workshops, guides, and escalation paths.
• Build playbooks and enablement curricula; launch knowledge management for guides, FAQs, troubleshooting content.
• Track activation, feature utilization, and time‑to‑value; recommend initial staffing and ramp plans.
• Help establish tiered support (Tier 0–3), case intake/routing, severity/triage, incident/problem/change management, and PIRs.
• Set response/resolution SLAs, QA loops, customer surveys, and agent scorecards; propose hiring and workforce plans.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees