As a Customer Success Manager at 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 high‑impact, 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