Customer Journey Success Manager

1 week 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 & Optimization- Track 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 & Upgrade- Analyze 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 & 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.Cross-Functional Collaboration- Work 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.Qualifications- 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).- Proven track record in driving product adoption, upgrades, and upsells.- Knowledge of competitive intelligence and market mapping is highly desirable.

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