Manager, Value & CS Programs

📋 Description

• The Sr. Manager, Value & CS Programs is tasked with establishing and leading a centralized function that empowers Customer Success Managers with the frameworks, playbooks, and value assets necessary for delivering consistent, outcome-oriented customer interactions.

• This position is responsible for the design and implementation of Customer Success programs, which include playbook development and delivery, mapping customer journeys, realizing value, crafting executive-level value narratives, managing customer adoption initiatives, save strategies, and overseeing cross-functional projects.

• Create, develop, and maintain a collection of Customer Success playbooks utilized by Named & Digital CSMs to ensure uniformity in customer interactions throughout onboarding, adoption, expansion, renewal preparation, and risk mitigation.

• Establish a governance framework for playbook versioning, instituting feedback mechanisms from CSMs, and promoting continuous improvement based on field results.

• Own and advance Verint's customer journey framework, outlining key moments of truth, anticipated outcomes, and the integration of digital and human engagement at each phase.

• Collaborate with Customer Success leadership to take ownership and enhance Verint's value frameworks, which encompass ROI narratives, outcome models, and executive-level value presentations.

• Broaden and enhance existing value tools such as calculators, templates, and success narratives to facilitate consistent customer-facing dialogues.

• Create materials suitable for customers and assets ready for CSMs that aid onboarding, adoption, and early value realization throughout the customer lifecycle.

• Oversee the intake, coordination, and execution of Customer Success-related requests, including executive tasks, product team collaboration, value deliverables, and program initiatives.

• Manage programs comprehensively, establishing clear ownership, timelines, dependencies, and follow-through across all involved teams.

• Act as a central point of coordination for Customer Success, Product Operations, Marketing, Pre-Sales, Enablement, and PMO teams to ensure alignment.

• Determine which playbooks, journey assets, and value resources can be transformed into scalable, self-service formats for tech-touch and digital CS segments.

• Lead and cultivate a team that initially includes business analysts focused on customer value and a Customer Success program specialist, with future expansion plans for additional roles such as onboarding specialists and technical consultants supporting Customer Success.

⛳️ Requirements

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

• A minimum of 4 years of progressive management experience coupled with 6+ years in Customer Success, Customer Success Operations, Program Management, or a similar role within a B2B SaaS or enterprise software context.

• Proven experience in designing playbooks or standardized engagement frameworks for customer-facing teams.

• Experience in Value Management or analytics-driven Customer Success functions.

• Previous experience in people management, including leading and developing teams.

• Demonstrated ability to build and scale programs in dynamic environments.

• Strong grasp of customer value realization, outcomes-based success, and executive-level value storytelling.

• Proven capability to manage multiple simultaneous initiatives and drive execution across teams without direct authority.

• Exceptional written and verbal communication skills, with the ability to distill complex ideas into clear, actionable outputs.

• Successful completion of a background screening process that includes, but is not limited to, employment verifications, criminal searches, OFAC checks, SS verification, and credit/drug screenings where applicable.

• **Preferred Requirements:**

• Familiarity with customer journey mapping methodologies and the ability to translate journey frameworks into operational playbooks.

• Experience in supporting enterprise or complex B2B Customer Success organizations.

• Experience in creating onboarding or adoption programs aligned with Customer Success responsibilities.

• Comfortable functioning as both a strategic thinker and a hands-on executor.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policies.

• Opportunities for professional development and career advancement.

• Collaborative and inclusive work environment.