Senior Customer Success Manager – Product Adoption & Training

About the job

Role Summary We are hiring a senior Customer Success Manager – Product Adoption & Training to own and drive institutional usage, engagement, and long-term value realization across our subscribing libraries. This is a strategic, front-line adoption leadership role responsible for ensuring that librarians, faculty, and researchers meaningfully integrate IndianJournals into their workflows. Key Responsibilities 1. Drive Institutional Adoption - Own usage growth across all subscribing institutions, especially large universities, consortia, and government libraries. - Identify low-usage and high-potential accounts and design targeted intervention plans. - Work with librarians to activate faculty, departments, and research groups. 2. Deliver High-Impact Training - Conduct live product demos, faculty orientations, librarian workshops, and researcher training sessions. - Design and run webinars, onboarding sessions, and refresher programs. - Translate platform features into practical research workflows (alerts, discovery, citation use, journal tracking). 3. Be the Voice of the Customer - Capture and analyze feedback from institutions. - Identify product gaps, usability issues, and feature opportunities. - Proactively advise product, content, and sales teams on what will increase adoption. 4. Troubleshoot & Resolve Access Issues - Independently handle access issues including IP authentication, OpenAthens, discovery tools, and linking problems. - Work with internal tech teams only when necessary. 5. Data-Driven Account Strategy - Pull and interpret usage data at institution and cohort level. - Build account-level adoption strategies. - Present insights to internal teams and to customers to demonstrate value and guide engagement. Experience - 5–8 years in Customer Success, Product Enablement, or Institutional Account Management. - Strong preference for experience in scholarly publishing, academic databases, library platforms, or EdTech. - Experience working with librarians, faculty, or research institutions is highly desirable. Skills Required - Strong ability to analyze usage data and identify adoption patterns. - Intermediate to advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, filters, basic dashboards). - Ability to interpret and explain COUNTER-style usage reports. - Comfortable working with IP-based access systems, OpenAthens, and discovery tools. - Confident delivering live product demos and training sessions. - Excellent written and verbal communication with librarians, faculty, and researchers. - Ability to design structured onboarding and training programs. - Strong storytelling skills to drive buy-in for workshops and product adoption. Travel - 10–25% travel for key institutional visits, major trainings, and conferences.

Requirements

• Customer success
• Training
• Data analysis
• Communication
• Project management

Qualifications

• Bachelor's degree
• 5–8 years in Customer Success or Institutional Account Management

Preferred Technologies

• Customer success
• Training
• Data analysis
• Communication
• Project management

About the company

IndianJournals.com is India’s largest and most comprehensive platform for Indian academic and professional research, hosting over 300 journals across 22 disciplines. We work with universities, government institutions, research centers, and libraries across India and internationally to provide access to high-quality Indian research. Our mission is not just to sell subscriptions — it is to ensure that institutions actually use, integrate, and benefit from the research they pay for.