Customer Success Journey & Programs Specialist

Job Description

Overview of Job Function:

The CS Journey & Programs Specialist is responsible for designing and operationalizing Verint's customer journey framework and building the stage-specific resources that Customer Success Managers use to deliver consistent, outcome-focused engagements. This role translates journey architecture into practical toolkits, visual and multimedia resources, and scalable assets that serve both Named CSMs and Verint's long-tail customer base.

This is a hands-on individual contributor role that blends strategic thinking with creative execution. You will own the journey map as a living artifact, build adoption toolkits tied to each lifecycle stage, and produce lightweight multimedia resources that help CSMs and customers move through critical moments of truth. You will work cross-functionally with Product, Marketing, and Sales while keeping the voice and perspective firmly rooted in Customer Success.

Principal Duties and Essential Responsibilities:

Customer Journey Mapping & Framework Ownership

• Design, document, and continuously refine Verint's customer journey maps, defining lifecycle stages, critical moments of truth, expected customer outcomes, and the appropriate digital/human engagement blend at each stage.
• Translate journey maps into stage-gate criteria and triggers that CSMs use to assess customer health, determine next actions, and identify escalation points.
• Partner with Customer Success leadership to validate journey frameworks against real customer data and field feedback from CSMs.
• Maintain the journey framework as a living document, incorporating changes driven by new product launches, segmentation shifts, or evolving CS strategy.

Adoption Toolkits & CSM Resources

• Build and maintain adoption toolkits tied to specific journey stages, packaging technical documentation, best practices, and use-case guidance into formats CSMs can deliver directly to customers.
• Develop CSM-ready assets for onboarding, adoption, value realization, expansion, and renewal preparation that drive consistency across the Named CSM team.
• Curate and repackage existing product, sales, and marketing materials into a unified Customer Success perspective, ensuring resources are practical, current, and easy to consume.
• Create scalable resources for the Digital CS team, adapting Named CSM toolkits into self-service formats suitable for tech-touch segments.

Multimedia & Visual Resource Development

• Produce lightweight video and visual resources such as product walk-throughs, webinar promotions, feature highlight clips, and FAQ explainers by synthesizing technical documentation and SME input.
• Develop and manage a resource calendar that aligns multimedia production with product releases, seasonal renewal cycles, and CS campaign priorities.
• Own the voice, tone, and visual consistency of all customer-facing CS resources to ensure clarity, accuracy, and alignment with Verint's brand standards.

Cross-Functional Coordination

• Forge working relationships with Product, Marketing, and Sales to stay ahead of releases, messaging shifts, and go-to-market changes that impact the customer journey.
• Collaborate with Marketing on customer-facing communications to ensure CS resources complement (not duplicate) existing marketing assets.
• Partner with the Sr. Manager, Value & CS Programs to align resource development priorities with broader CS objectives, playbook requirements, and value framework initiatives.

Measurement & Iteration

• Define and track usage and effectiveness metrics for journey assets, toolkits, and multimedia resources to inform iteration priorities.
• Gather structured feedback from CSMs on resource quality, gaps, and field applicability to drive continuous improvement.

Requirements

• Bachelors degree in a related field or equivalent experience.
• 5+ years of experience in Customer Success, Customer Success Operations, Customer Education, or a related function within a B2B SaaS or enterprise software environment.
• Demonstrated experience designing or operationalizing customer journey maps or lifecycle frameworks.
• Strong writing, editing, and storytelling skills with the ability to translate technical material into clear, customer-friendly resources.
• Experience producing lightweight video or multimedia assets (scripting, recording, basic editing); full production expertise not required.
• Experience working with CRMs (Salesforce), CSPs (Totango), or similar platforms.
• Ability to manage multiple concurrent projects and stakeholders in a matrixed organization.
• Proactive, self-directed working style with a bias toward execution.
• 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 building adoption programs, onboarding toolkits, or lifecycle-stage resource libraries for Customer Success teams.
• Familiarity with digital/scaled CS motions and creating self-service resources for tech-touch customer segments.
• Experience supporting enterprise or complex B2B Customer Success organizations with multi-product portfolios.
• Comfort working across departments (Product, Marketing, Sales) without direct authority.