Executive Director, Customer Success - Sapphire Reserve

Job Description
Elevate the customer journey to new heights by transforming product insights into sustainable relationships and strategic growth. As a Customer Success Director for Sapphire Reserve you will play a pivotal role in driving product growth, enhancing user engagement, and ensuring that our content strategies lead to meaningful customer interactions.
Job Summary:
As a Director of Customer Success in Sapphire Reserve, you will be instrumental in developing and sustaining customer relationships that bring our product value propositions to life. You will collaborate closely with category managers, marketers, and content creators to ensure the product content is engaging and aligned with user needs. Your role will focus on driving product growth, increasing utility for customers, and boosting engagement while ensuring that product and content strategies foster user retention.
Job Responsibilities:
• Drives product adoption, expansion, and retention: Lead efforts to maintain a healthy customer base through strategic engagement initiatives, focusing on content alignment and product growth.
• Drives product growth and engagement: Spearhead strategies aimed at increasing product utility for customers, improving user engagement, and boosting content effectiveness.
• Conducts strategic account management: Lead regular and proactive account meetings, provide use case demonstrations, communicate future releases, and gather feedback to enhance product impact. Collaborate with content and growth teams to optimize user engagement and drive product success.
• Guides strategic onboarding processes: Oversee the onboarding process, ensuring it aligns with content strategies to increase product usage and user retention. Leverage deep product knowledge and collaborate with the growth team to enhance the onboarding experience.
• Monitors and analyzes key success metrics: Track and analyze metrics such as conversion rates, bookings, content engagement, and user retention. Provide insights to the Product, Content, and Marketing teams to inform strategic decisions.
Required qualifications, capabilities and skills:
• Experience: 7+ years of experience or equivalent expertise in senior customer success roles, preferably within product, technology, or content-driven environments.
• Skills: Demonstrated leadership in driving product adoption, customer retention, and content engagement. Strong communication and interpersonal skills with the ability to influence stakeholders across all levels. Proven ability to learn new technologies, strategize around product growth, and work collaboratively with content and marketing teams to drive success.
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles, discretionary incentive compensation which may be 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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.