Customer Success Manager

As aCustomer Success Managerat JPMorgan Chase you will be a strong communicator and relationship-builder who can translate complex technical work into clear compelling stories for both technical and non-technical audiences. You will own customer-facing content narratives end to end explaining sophisticated cybersecurity concepts such as risks controls capabilities and outcomes in ways that resonate with our audiences. This role sits at the intersection of customer success communication and organizational enablement and you will work closely with cybersecurity leadership product teams and communications partners and support multimedia initiatives such as videos presentations and events.

The Cybersecurity Technology and Controls (CTC) Customer Success team is dedicated to both driving adoption and awareness of our products through smart holistic campaigns and communications as well as enhancing customer satisfaction and engagement. Our team works closely with clients to ensure they derive maximum value from the products and services built by our Shared Services team as well as supporting content across CTC.

Job Responsibilities

• Write edit and own customer-facing content end to end developing narratives that explain cybersecurity risks controls capabilities and outcomes for general and senior audiences
• Identify and extract value from tools such as AI and automation platforms to streamline manual workflows improve efficiency and accuracy and free time for highimpact strategic communications work.
• Drive awareness adoption and sustained engagement for cybersecurity products and services
• Regularly interview cybersecurity practitioners engineers and leaders to understand their work and surface meaningful stories
• Build strong trusted relationships with product managers engineers and platform leaders
• Translate complex cybersecurity topics into clear executive-ready language without sacrificing technical accuracy
• Collaborate with design and multimedia teams to support videos presentations podcasts and events
• Ensure all messaging aligns with firm standards regulatory expectations and cybersecurity risk considerations

Required qualifications capabilities and skills

• Experience or equivalent expertise in content roles in product or technology
• Demonstrated experience translating technical concepts for non-technical or executive audiences
• Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels
• Exceptional writing and editing skills with the ability to explain complex technical topics clearly
• Proven ability to learn new technologies and teach it to others
• Strong relationship-building influencing organizational and project-management skills
• Comfort operating in regulated risk-aware environments
• Willingness and ability to develop a strong authentic interest in cybersecurity and the internal technology community

Preferred qualifications capabilities and skills

• Background in technology communications journalism or content development
• Familiarity with content planning multi-channel communications or engagement analytics
• Exposure to production of multimedia formats such as video presentations podcasts or events