workable
Manager, Customer Success
Verint
Remote, USA
Manager · 6+ years experience
Remote
Discovered 3 weeks ago
Account managementSalesforce
Role 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.
Key Skills for This Role
Account managementSalesforce
Full Job Posting
Requirements
- 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.
- 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).
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).
Benefits
- 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 [email protected]. 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.
- Ready for Exponential Career Opportunities? Apply now
About Verint
Software & SaaS4000 employeesFounded 1994
Private software company providing AI-powered customer-experience automation tools for brands, contact centers, back offices, and digital channels.
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