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About the Role

As a Customer Journey Designer in our Customer Success team, you will be responsible for translating journey strategy into tangible, high-quality customer touchpoints. Reporting to the Customer Journey Leader, you will design and execute the content, automation workflows, and engagement programs that move customers from onboarding through adoption, retention, and growth, across Enterprise, Mid-Market, and Digital segments. You will combine a customer-first mindset with strong operational and analytical skills, using AI and automation to deliver proactive, personalized engagement at scale.

Responsibilities

Design and deliver personalized, segment-specific engagement touchpoints and communications across all lifecycle stages and customer segments.
Create and maintain detailed customer journey maps across all segments and lifecycle stages.
Build and manage trigger-based workflows and automation to proactively respond to customer signals.
Collaborate with the Customer Journey Leader to translate strategy into executable programs and campaigns.
Partner with Marketing, Operations, and Support to align messaging, channels, and timing across the customer lifecycle.
Coordinate with the Customer Success team to embed journey touchpoints into day-to-day workflows and ensure strong adoption of new processes.
Contribute to the Executive Sponsorship program for Enterprise customers, designing premium experiences at key milestones.
Evaluate and propose AI tools and automation capabilities to improve journey personalization and scalability.
Support training and enablement of Customer Success team members on new journey programs, playbooks, and tools.
Monitor and report on journey performance metrics including time-to-value, product adoption, renewal rates, CSAT, and NPS.
Identify friction points and underlying root causes across the customer journey to drive meaningful and scalable improvements.
Run structured testing and iterative improvements across journey touchpoints to optimize engagement and overall customer experience outcomes.
Accountable for delivering high-quality, on-time work product, vetting and mitigating dependencies and impacts.

Requirements

3–5 years of experience in Customer Success, Customer Experience, Lifecycle Marketing, or a related field within enterprise SaaS.
Demonstrable experience designing customer-facing programs or journeys with measurable outcomes.
Hands-on experience with automation, trigger-based campaigns, or lifecycle workflows, using tools such as Gainsight, Marketo, Salesforce, or equivalent.
Experience leveraging AI tools and technologies to improve personalization, operational efficiency, customer insights, content creation, or scalable customer engagement.
Experience creating journey maps, service blueprints, workflows, and process designs using tools such as Lucidchart, Visio, Miro, Figma, or equivalent visualization and process-mapping platforms.
Experience communicating effectively and reporting to a variety of audiences.
Experience partnering across Marketing, Product, Operations, Enablement, and Customer Success functions to deliver connected customer experiences at scale.

Skills

Comprehensive knowledge of customer journey design, lifecycle engagement, and service/process design methodologies.
Analytical mindset, comfortable using journey, adoption, engagement, and operational data to identify trends, evaluate factors, and inform decisions.
Ability to leverage data, customer insights, and operational knowledge to recommend improvements to customer journeys, workflows, and lifecycle experiences.
Understanding of customer segmentation and how to adapt experiences for different tiers and personas.
Good commercial awareness, with an understanding of how customer journey outcomes connect to renewal, expansion, and overall business performance.

Experience Level

3-5 years

Education Level

Bachelors Degree