Customer Journey Success Manager | Products

About the job

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.

Preferred candidate profile

• Bachelors/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.