Overview of Job Function
The Manager of Customer Success leads a team of Customer Success Managers responsible for driving adoption, value realization, retention, and expansion across a defined portfolio of Verint customers. This role owns the operating rhythm for the team, including renewal readiness, CSQL pipeline generation, customer health management, and playbook execution. The Manager is accountable for team-level revenue outcomes (revenue retention, renewal rates, and expansion pipeline) and for developing CSMs into high-performing customer advocates. This role partners cross-functionally with Sales, Product, Marketing, and Professional Services to ensure customers realize measurable value from Verint's platform.
Principal Duties and Essential Responsibilities
Team Leadership & Development
- Lead, coach, and develop a team of Customer Success Managers across varying experience levels.
- Own the full people management lifecycle: hiring, onboarding, performance reviews, development plans, and performance management.
- Establish and run a consistent team operating rhythm, including account health reviews, forecast calls, account planning sessions, and strategy discussions.
- Set clear expectations for CSM activity, output quality, and customer outcomes; hold the team accountable to those standards.
- Build team capabilities through structured coaching on executive engagement, business review delivery, value realization storytelling, and expansion identification.
- Manage team capacity and workload distribution to ensure balanced account coverage.
Revenue Ownership & Customer Outcomes
- Own team-level targets for revenue retention, and CSQL-generated expansion pipeline.
- Hold the team accountable for documenting customer outcomes and value realization, ensuring success stories and measurable results are captured and shared.
- Drive CSM execution against renewal timelines, ensuring early risk identification and proactive intervention.
- Oversee CSQL pipeline generation and qualification, ensuring the team identifies and advances expansion opportunities through the defined approval and staging process.
- Monitor customer health scores, adoption metrics, and risk indicators at the portfolio level; take action when trends signal churn or contraction risk.
- Ensure consistent execution of scheduled customer check-ins, success plans, and periodic business reviews across the team's portfolio.
Customer Engagement & Escalation Management
- Serve as the escalation point for at-risk accounts, engaging directly with customer executives when needed to resolve issues and protect revenue.
- Join strategic customer meetings, executive business reviews, and renewal conversations to reinforce Verint's commitment and value.
- Coach CSMs on building and maintaining multi-threaded relationships with customer stakeholders, including economic buyers and operational sponsors.
- Ensure timely identification, documentation, and resolution of customer concerns across the team.
Cross-Functional Collaboration
- Represent the voice of the customer in cross-functional forums with Sales, Product, Marketing, and Professional Services.
- Partner with Sales leadership on account strategy alignment, handoff processes, and joint renewal/expansion planning.
- Provide structured product feedback to Product teams based on aggregated customer input and adoption data.
- Coordinate with Professional Services and Support to ensure delivery expectations align with customer goals.
Process Ownership & Operational Excellence
- Own playbook execution and iteration for the team, ensuring CSMs follow established engagement models, success planning frameworks, and escalation protocols.
- Utilize CS platform tools and dashboards (e.g., Totango) to track customer health, adoption trends, and team performance.
- Identify process gaps and drive continuous improvement in workflows, templates, and reporting to increase team efficiency and consistency.
- Deliver accurate renewal and expansion forecasts to leadership on a regular cadence.
- Bachelor's degree or equivalent experience.
- 4+ years of people management experience leading customer-facing teams, with 6+ years of overall experience in Customer Success, Account Management, or a related function.
- Demonstrated experience managing a team accountable for a book of business, including renewal and expansion targets.
- Working knowledge of CS platforms and tooling (e.g., Totango, Gainsight) and CRM systems (e.g., Salesforce).
- Proficiency in using data, dashboards, and health scoring frameworks to manage customer portfolios and drive team actions.
- Strong interpersonal, communication, and relationship-building skills with the ability to engage customer executives.
- Experience operating in a cross-functional, matrixed environment.
- Strong organizational skills with the ability to prioritize across multiple accounts, team members, and competing demands.
- Ability to travel up to 20% of the time.
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.
Preferred Qualifications
- Experience in workforce management, customer experience, or enterprise SaaS environments.
- Track record of improving net revenue retention or gross renewal rates within a managed portfolio.
- Familiarity with customer segmentation models and tiered engagement strategies.
- Background in coaching and developing Customer Success professionals.
- Experience driving or contributing to a structured expansion pipeline program (e.g. CSQL or similar qualification-based model).
You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio:
- Global team recognized for their passion and innovation
- Innovative product culture and project exposure
- Training and development from industry-leading experts
- Cutting edge benefit programs that include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more
- We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Base salary will be starting at $85,000.
Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work!
Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.
We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.
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