Customer Success Associate I

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)

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of...