Customer Journey Success Manager

2 weeks ago

Noida, India Vjal Institute Full time

We are an AI-led institute and product company, designing and delivering advanced AI solutions that transform education, enterprises, and everyday problem-solving. We are looking for a Customer Journey Success Manager who can ensure that every customer not only uses but thrives with our products.Role Overview: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.Key Responsibilities:Monitor and map the entire lifecycle of customers using our solutions.Ensure smooth onboarding, consistent engagement, and long-term retention.Product Engagement & OptimizationTrack customer product usage patterns and proactively engage to enhance adoption.Identify limitations or gaps in usage and suggest solutions or modifications.Work directly with tech teams to recommend customizations and improvements.Strategic Upsell & UpgradeAnalyze customer needs to pitch relevant product upgrades.Suggest additional modules, features, or complementary AI solutions.Present alternative products (including competitor insights) that could benefit the customer, ensuring they see your company as the trusted advisor.Customer Intelligence & InsightsDevelop 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.Cross-Functional CollaborationWork closely with product development to align customer feedback with product roadmap.Partner with sales and business development to identify upsell opportunities.Strategize with marketing and training teams to improve customer education materials.Key Skills & Competencies:Strong grasp of AI-based products and ability to translate technical features into business value.Analytical mindset with experience in product usage tracking and data-driven insights.Ability to anticipate customer needs and design tailored product journeys.Strategic thinker with proven upselling and product upgrade experience.Strong collaboration skills to work with tech, business, and customer-facing teams.Excellent presentation and communication abilities for dashboards and strategic reviews.QualificationsBachelor’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).Proven track record in driving product adoption, upgrades, and upsells.Knowledge of competitive intelligence and market mapping is highly desirable.

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