Customer Success Manager – Product Adoption & Training (enterprise Libraries & Institutions)

About IndianJournals.com
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.

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.
You will be the single owner of customer adoption outcomes across our institutional
customer base.

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

Job Type: Full-time

Pay: ₹30,000.00 - ₹70,000.00 per month

Work Location: In person