Customer Success Journey & Programs Specialist

Description:

• Design, document, and continuously refine customer journey maps, lifecycle stages, moments of truth, and expected outcomes.
• Translate journey frameworks into stage-gate criteria, triggers, and escalation points used by Customer Success Managers.
• Partner with Customer Success leadership to validate journey frameworks using customer data and field feedback.
• Maintain the journey framework as a living document as products, segments, and CS strategy evolve.
• Build and maintain adoption toolkits for onboarding, adoption, value realization, expansion, and renewal preparation.
• Curate and repurpose product, sales, and marketing materials into practical Customer Success resources.
• Create scalable self-service resources for the Digital CS team and tech-touch customer segments.
• Produce lightweight multimedia assets such as video walk-throughs, feature highlight clips, webinar promotions, and FAQ explainers.
• Own the voice, tone, visual consistency, and brand alignment of customer-facing CS resources.
• Coordinate cross-functionally with Product, Marketing, Sales, and CS leadership to keep resources current and aligned.
• Define, track, and use engagement and effectiveness metrics to improve journey assets and toolkits over time.
• Gather structured feedback from CSMs to identify gaps and guide continuous resource improvement.

Requirements:

• Bachelor’s degree in a related field or equivalent experience.
• 5+ years of experience in Customer Success, Customer Success Operations, Customer Education, or a related function in B2B SaaS or enterprise software.
• Demonstrated experience designing or operationalizing customer journey maps or lifecycle frameworks.
• Strong writing, editing, and storytelling skills with the ability to translate technical material into customer-friendly resources.
• Experience producing lightweight video or multimedia assets, including scripting, recording, and basic editing; full production expertise is not required.
• Experience working with CRMs such as Salesforce, CSPs such as Totango, or similar platforms.
• Ability to manage multiple concurrent projects and stakeholders in a matrixed organization.
• Proactive, self-directed working style with a bias toward execution.
• Successful completion of a background screening process, including employment verification, criminal search, OFAC, SS verification, and credit/drug screening where applicable.
• Preferred: Experience building adoption programs, onboarding toolkits, or lifecycle-stage resource libraries for Customer Success teams.
• Preferred: Familiarity with digital or scaled CS motions and self-service resources for tech-touch customer segments.
• Preferred: Experience supporting enterprise or complex B2B Customer Success organizations with multi-product portfolios.
• Preferred: Comfort working across Product, Marketing, and Sales without direct authority.

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