Customer Success and Intelligence Manager
20 hours ago
This role goes beyond customer support and relationship management. The Customer Journey Success Manager will own the end-to-end product journey of the customer, ensuring adoption, effectiveness, and strategic upgrades. They will act as a product partner for customers—monitoring usage, enabling enhancements, and guiding them towards upgradation, cross-adoption, and new AI innovations.
Ensure smooth onboarding, consistent engagement, and long-term retention.
Customer Intelligence & Insights
Develop customer journey dashboards and adoption metrics for management.
Share insights on product performance, customer behavior, and market trends.
Maintain a competitive intelligence framework with product comparisons and benchmarks.
Partner with sales and business development to identify upsell opportunities.
Strategize with marketing and training teams to improve customer education materials.
Analytical mindset with experience in product usage tracking and data-driven insights.
Strategic thinker with proven upselling and product upgrade experience.
Bachelor's/Master's in Technology, Business, or related fields.
~5–8 years of experience in Customer Success, Product Management, or Strategy roles (preferably in SaaS, AI, or EdTech).
~ Knowledge of competitive intelligence and market mapping is highly desirable.
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