Sr. Manager, Value and CS Programs

Overview of Job Function 

The Sr. Manager, Value & Customer Success 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.