Customer Success Journey and Programs Specialist

Job Overview

The Customer Success Journey and Programs Specialist plays a crucial role in shaping and implementing Verint's customer journey framework. This position is dedicated to creating valuable resources that empower Customer Success Managers (CSMs) to engage customers effectively and achieve desired outcomes. By transforming journey architecture into actionable toolkits, multimedia, and scalable resources, you will support both Named CSMs and the broader customer base.

This role combines strategic insight with creative execution, allowing you to manage the journey map, develop adoption toolkits for each lifecycle stage, and produce engaging multimedia resources that facilitate the customer experience. Collaboration with Product, Marketing, and Sales teams is key to ensuring a holistic approach centered on Customer Success.

Key Responsibilities

Customer Journey Mapping & Framework Ownership

• Design, document, and enhance Verint's customer journey maps, clarifying lifecycle stages, critical moments, expected customer outcomes, and optimal engagement methods for each stage.
• Convert journey maps into actionable criteria and triggers that help CSMs assess customer health, decide on next steps, and identify areas needing attention.
• Collaborate with Customer Success leadership to validate journey frameworks using actual customer data and feedback from CSMs.
• Keep the journey framework up-to-date, integrating changes resulting from product launches, shifts in segmentation, or evolving Customer Success strategies.

Adoption Toolkits & CSM Resources

• Create and maintain adoption toolkits tailored to specific journey stages, compiling technical information, best practices, and use-case guidance in accessible formats for CSMs.
• Develop ready-to-use assets for onboarding, adoption, value realization, expansion, and renewal processes that ensure consistency across the Named CSM team.
• Repackage existing product, sales, and marketing materials into a cohesive Customer Success perspective, ensuring resources are practical, current, and user-friendly.
• Produce scalable resources for the Digital Customer Success team, adapting Named CSM toolkits into self-service formats for tech-touch customers.

Multimedia & Visual Resource Development

• Create engaging video and visual content such as product walkthroughs, webinar promotions, feature highlights, and FAQ explainers by synthesizing technical documentation and insights from subject matter experts.
• Manage a content calendar that aligns multimedia production with product releases, seasonal renewals, and Customer Success campaign priorities.
• Ensure all customer-facing resources maintain a consistent voice, tone, and visual style in line with Verint's brand standards.

Cross-Functional Coordination

• Establish collaborative relationships with Product, Marketing, and Sales to remain informed about releases, messaging updates, and market changes that affect the customer journey.
• Work with Marketing on customer communications to ensure CS resources enhance rather than duplicate existing marketing efforts.
• Collaborate with the Senior Manager, Value & Customer Success Programs to align resource development with overall Customer Success goals and priorities.

Measurement & Iteration

• Develop and monitor usage metrics for journey assets, toolkits, and multimedia resources to inform ongoing improvements.
• Collect structured feedback from Customer Success Managers regarding resource quality and applicability to drive continuous enhancement.

Minimum Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.
• 5+ years of experience in Customer Success, Customer Success Operations, Customer Education, or a related function in a B2B SaaS or enterprise software setting.
• Proven experience designing or operationalizing customer journey maps or lifecycle frameworks.
• Excellent writing, editing, and storytelling skills with a talent for translating technical information into user-friendly resources.
• Experience in producing lightweight video or multimedia content (scripting, recording, basic editing); advanced skills are not required.
• Familiarity with CRM systems (such as Salesforce), Customer Success Platforms (Totango), or similar tools.
• Able to effectively manage multiple projects and stakeholders within a matrixed organization.
• Self-motivated with a proactive approach and a focus on execution.

Preferred Qualifications

• Experience creating adoption programs, onboarding resources, or lifecycle-stage libraries for Customer Success teams.
• Understanding of digital/scaled Customer Success approaches and creating self-service resources for tech-touch segments.
• Experience in supporting B2B Customer Success organizations with complex product portfolios.
• Comfortable collaborating across departments (Product, Marketing, Sales) without direct authority.

Verint Systems Inc. is committed to promoting a diverse and inclusive work environment and prohibits discrimination, retaliation, and harassment in any form. We uphold all anti-discrimination laws and provide equal opportunities for employment and advancement for all applicants.

For applicants in the US: Verint’s 2025 benefits offering includes a comprehensive package designed to support the well-being of our employees.