We are seeking a Customer value architect and journey mapping professional, who will be responsible for researching our customers' journey to success across multiple use cases and industries, identifying friction points, gaps and opportunities to accelerate their time to value.
Responsibilities
This is a customer-facing, high priority role which requires evidenced success with communication, organization, business, analytical and technical skills. This Customer Journey Manager is responsible for leveraging data and customer insights to design and improvements to the customers journey to success
• You will be a key member of the Success and Sales Enablement core team, and work on both short-term tactical journey changes, as well as longer-term transformational opportunities. This role will report directly to the Director of Global Customer Success
• Own qualitative and quantitative research and documentation as it pertains to the success journey for our covered accounts, beginning with Large Enterprise (Fortune 500)
• Understand our existing customers, their use cases, jobs to be done in a deployment, common pain points and how business messaging can address customer needs
• Work cross-functionally with teams such as Marketing, Global Business Solutions (Sales), Product Engineering, Partner Organization, Insights and analytics and Customer Success Managers in the field
• Document and demonstrate the current customer journey by developing visual journey maps which may include service blueprints, flowcharts, layouts, diagrams, charts, and models
• Analyze specific success motion performance and make recommendations of ways to improve the effectiveness of our customer success lifecycle
• Oversee the analysis, reporting and delivery of key program performance metrics of program to executive leadership, and cross functional stakeholders
• Provide market intelligence and leverage industry best practices to continuously optimize and innovate our success offering
• Able to act as a trusted advisor in addressing our customer's business needs
Minimum Qualifications
• 5+ years consulting, process optimization, design thinking or customer research
• Demonstrated customer interface and presentation skills, with a customer-first approach
• Demonstrated analytical, problem solving and creative thinking skills
• Ability to work well in a fast-paced, hands-on dynamic and ambiguous environment
• Proven planning, time management, organizational and interpersonal skills
Preferred Qualifications
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Proficiency in web-analytics applications, and digital whiteboarding solutions is preferred
