Customer Success Senior Associate - WorkSmarter

Job Description

As a Customer Success Senior Associate in Employee Experience, you will partner directly with organizations and senior leaders to improve how their teams work and help them realize greater value from workplace technologies. You will lead high-profile engagements, build trusted relationships, and apply strategic thinking to translate business priorities into tailored experiences, adoption plans, and measurable outcomes. This highly visible role requires executive presence and the confidence to engage leaders one-to-one, facilitate leadership teams, and represent WorkSmarter at major forums and events.

Job responsibilities

• Lead end-to-end customer engagements for senior leaders, Lines of Business, and corporate functions, from discovery and alignment through delivery, adoption, follow-up, and measurement.
• Build and manage trusted relationships with a portfolio of organizations and senior leaders, maintaining a strong understanding of their priorities, employee needs, adoption opportunities, and measures of success.
• Advise executives and leadership teams on practical opportunities to improve productivity, strengthen collaboration, and adopt AI-enabled ways of working.
• Design and deliver executive-ready presentations, demonstrations, workshops, and adoption plans tailored to each customer's priorities and audience needs.
• Develop multi-month adoption campaigns with sponsoring leaders, combining curated content, live experiences, and clear success measures to convert executive sponsorship into broader adoption.
• Present confidently across settings, from executive one-to-ones to leadership forums, conferences, offsites, town halls, and other large-scale events.
• Coordinate product, change, communications, design, research, learning, and support partners to deliver a cohesive customer experience, while routing feedback and adoption barriers to product owners and vendors.
• Build reusable playbooks, toolkits, and frameworks that scale successful engagements, while managing multiple high-profile priorities and guiding junior team members.

Required qualifications, capabilities, and skills

• 4+ years of experience in Customer Success, Management Consulting, Strategy, Transformation, Financial Services, or Technology, with experience supporting complex customer or stakeholder needs.
• Strong strategic problem-solving skills, including the ability to structure ambiguous challenges and translate them into clear recommendations, narratives, and action plans.
• Exceptional executive presence and communication skills, with the confidence to engage senior leaders, facilitate leadership teams, and present to large audiences.
• Experience leading customer, client, or stakeholder engagements from discovery and alignment through executive-ready delivery, adoption, and follow-through.
• Ability to simplify complex business and technology topics through practical recommendations, advanced PowerPoint skills, and compelling executive storytelling.
• Ability to quickly learn emerging technologies and connect their capabilities to business priorities, employee needs, and practical ways of working.
• Experience with change management, customer adoption, or technology enablement programs that drive measurable behavior change.

Preferred qualifications, capabilities, and skills

• Experience in strategy or management consulting, or in a strategic Customer Success role supporting senior leaders and complex organizations.
• Strong working knowledge of Microsoft 365, Copilot, Zoom, and other productivity tools, with hands-on experience applying AI to business challenges.
• Experience leading advisory boards, employee communities, champion networks, or large-scale presentations and demonstrations.
• Familiarity with JPMorganChase Lines of Business, governance, and senior leadership forums.
• Experience partnering with technology vendors, learning teams, and communications programs to scale adoption.
• Experience coaching or managing analysts or associates.