Overview of Job Function

The Sr. Manager, Value & CS Programs is responsible for building and leading a centralized function that equips Customer Success Managers with the frameworks, playbooks, and value assets they need to deliver consistent, outcome-focused customer engagements. While the primary audience is the Named CSM team, this role will also extend key programs and self-service resources to support Verint's Digital Customer Success Team.

This role owns the design and execution of Customer Success programs spanning playbook creation and delivery, customer journey mapping, value realization, executive-level value storytelling, customer adoption programs, save plays, and cross-functional initiative management. This person will lead a team and serve as the operational backbone for Customer Success programs that span multiple teams, ensuring requests are coordinated, tracked, and delivered from initiation through completion.

This is a builder role requiring strong program management skills, comfort operating in ambiguity, and the ability to scale impact across a Customer Success organization.

Principal Duties and Essential Responsibilities:

Playbook Creation & Delivery

• Design, build, and maintain a library of Customer Success playbooks that Named & Digital CSMs use to drive consistency in customer engagements across onboarding, adoption, expansion, renewal preparation, and risk mitigation.
• Establish a governance process for playbook versioning, feedback loops from CSMs, and continuous improvement based on field outcomes.

Customer Journey Mapping

• Own and evolve Verint's customer journey framework, defining the critical moments of truth, expected outcomes, and the digital/human engagement blend at each stage.
• Translate journey maps into actionable stage-gate criteria, enabling CSMs to identify where customers are, what intervention is needed, and when to escalate.

Value Delivery & Realization

• Partner with Customer Success leadership to own and mature Verint's value frameworks, including ROI narratives, outcome models, and executive-ready value stories.
• Expand and refine existing value tools such as calculators, templates, and success narratives to support consistent customer-facing conversations.
• Develop customer-ready materials and CSM-ready assets that support onboarding, adoption, and early value realization across the customer lifecycle.
• Translate product capabilities into practical, bite-sized assets that customers and CSMs can easily leverage in both online and offline conversations.

Program Management & Cross-Functional Coordination

• Lead the intake, coordination, and execution of Customer Success related requests, including executive asks, product team coordination, value deliverables, and program initiatives.
• Manage programs end-to-end, establishing clear ownership, timelines, dependencies, and follow-through across all participating teams.
• Serve as a central point of coordination across Customer Success, Product Operations, Marketing, Pre-Sales, Enablement, and PMO teams to ensure alignment.

Long-Tail Customer Extension

• Identify which playbooks, journey assets, and value resources can be adapted into scalable, self-service formats for tech-touch and digital CS segments.
• Partner with the Digital CS team to ensure programmatic coverage aligns with the broader segmentation model.

Team Leadership

• Lead and develop a team that initially includes business analysts focused on customer value and a Customer Success program specialist, with planned expansion to additional roles such as onboarding specialists and technical consultants supporting Customer Success.
• Provide clear direction, coaching, and prioritization for team members while fostering a high-impact, execution-oriented culture.
• Partner closely with Customer Success leadership to align programs and priorities to broader Customer Success objectives and customer needs.

• Bachelors degree in a related field or equivalent experience.
• Has a minimum of 4 years progressive management experience with 6+ years of experience in Customer Success, Customer Success Operations, Program Management, or a related function within a B2B SaaS or enterprise software environment.
• Demonstrated experience designing playbooks or standardized engagement frameworks for customer-facing teams.
• Background in Value Management, or analytics-driven CS functions.
• Prior people management experience, including leading and developing teams.
• Demonstrated experience building and scaling programs in evolving environments.
• Strong understanding of customer value realization, outcomes-based success, and executive-level value storytelling.
• Proven ability to manage multiple concurrent initiatives and drive execution across teams without direct authority.
• Excellent written and verbal communication skills, with the ability to synthesize complex ideas into clear, actionable deliverables.
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, and credit/drug screening where applicable.

Preferred Requirements:

• Experience with customer journey mapping methodologies and translating journey frameworks into operational playbooks.
• Experience supporting enterprise or complex B2B Customer Success organizations.
• Experience developing onboarding or adoption programs aligned to Customer Success ownership.
• Comfortable operating as both a strategic thinker and hands-on executor.