Customer Success Specialist

📋 Description

• Design, document, and perpetually enhance Verint's customer journey maps, outlining lifecycle stages, pivotal moments of truth, anticipated customer outcomes, and the right blend of digital and human engagement at each phase.

• Convert journey maps into stage-gate criteria and triggers utilized by Customer Success Managers (CSMs) to evaluate customer health, determine subsequent actions, and pinpoint escalation points.

• Collaborate with Customer Success leadership to confirm journey frameworks using actual customer data and feedback from CSMs.

• Keep the journey framework updated as a dynamic document, incorporating modifications prompted by new product launches, shifts in segmentation, or evolving Customer Success strategies.

• Develop and sustain adoption toolkits linked to specific journey stages, consolidating technical documentation, best practices, and use-case guidance into formats that CSMs can present directly to customers.

• Create CSM-ready resources for onboarding, adoption, value realization, expansion, and renewal preparation that ensure consistency across the Named CSM team.

• Curate and reassemble existing product, sales, and marketing materials into a cohesive Customer Success viewpoint, guaranteeing resources are practical, up-to-date, and easily accessible.

• Generate scalable resources for the Digital Customer Success team, transforming Named CSM toolkits into self-service formats appropriate for tech-touch segments.

• Produce concise video and visual materials such as product demonstrations, webinar promotions, feature highlight clips, and FAQ explainers by synthesizing technical documentation and input from Subject Matter Experts (SMEs).

• Develop and oversee a resource calendar that aligns multimedia production with product launches, seasonal renewal cycles, and Customer Success campaign priorities.

• Maintain the voice, tone, and visual consistency of all customer-facing Customer Success resources to guarantee clarity, accuracy, and alignment with Verint's brand standards.

• Build collaborative relationships with Product, Marketing, and Sales teams to anticipate releases, messaging changes, and go-to-market strategies that affect the customer journey.

• Work alongside Marketing on customer-facing communications to ensure Customer Success resources complement (rather than duplicate) existing marketing materials.

• Partner with the Senior Manager of Value & Customer Success Programs to align resource development priorities with overarching Customer Success objectives, playbook requirements, and value framework initiatives.

• Define and monitor usage and effectiveness metrics for journey assets, toolkits, and multimedia resources to guide iteration priorities.

• Collect structured feedback from CSMs regarding resource quality, gaps, and field applicability to drive ongoing improvement.

⛳️ Requirements

• Bachelor’s degree in a related field or equivalent experience.

• Over 5 years of experience in Customer Success, Customer Success Operations, Customer Education, or a comparable role within a B2B SaaS or enterprise software environment.

• Proven experience in designing or operationalizing customer journey maps or lifecycle frameworks.

• Excellent writing, editing, and storytelling skills with the capacity to convert technical material into clear, customer-friendly resources.

• Experience in producing lightweight video or multimedia content (scripting, recording, basic editing); full production expertise is not required.

• Familiarity with CRMs (Salesforce), CSPs (Totango), or similar platforms.

• Ability to manage multiple concurrent projects and stakeholders within a matrixed organization.

• Proactive, self-directed work style with a strong focus on execution.

• 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 in developing adoption programs, onboarding toolkits, or lifecycle-stage resource libraries for Customer Success teams.

• Knowledge of digital/scaled Customer Success motions and creating self-service resources for tech-touch customer segments.

• Background in supporting enterprise or complex B2B Customer Success organizations with multi-product portfolios.

• Comfort in working across departments (Product, Marketing, Sales) without direct authority.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and continuous learning.

• Flexible work environment and remote work options.