Manager, Value & CS Programs

Role Overview

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

Requirements

• 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.