Calabrio
Tech / AI / Software
CustomerSuccessJourney&ProgramsSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Journey & Programs Specialist at Calabrio. Skills: Customer Journey Mapping, lifecycle frameworks, adoption toolkits, CSM Resources, multimedia resource development. designing and operationalizing Verint's customer journey framework. building the stage-specific resources that Customer Success Managers use to deliver consistent, outcome-focused engagements”
What You'll Achieve.
deliver consistent, outcome-focused engagements; expected customer outcomes; assess customer health; determine next actions; identify escalation points; drive consistency across the Named CSM team; 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
Industry & Context.
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
What They're Looking For.
Must Have
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, 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
Nice to Have
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
What You'll Do.
designing and operationalizing Verint's customer journey framework
building the stage-specific resources that Customer Success Managers use to deliver consistent
outcome-focused engagements
translating journey architecture into practical toolkits
visual and multimedia resources
owning the journey map as a living artifact
build adoption toolkits tied to each lifecycle stage
produce lightweight multimedia resources that help CSMs and customers move through critical moments of truth
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
or evolving CS strategy
Build and maintain adoption toolkits tied to specific journey stages
packaging technical documentation
and use-case guidance into formats CSMs can deliver directly to customers
Develop CSM-ready assets for onboarding
and renewal preparation that drive consistency across the Named CSM team
Curate and repackage existing product
and marketing materials into a unified Customer Success perspective
ensuring resources are practical
Create scalable resources for the Digital CS team
adapting Named CSM toolkits into self-service formats suitable for tech-touch segments
Produce lightweight video and visual resources such as product walk-throughs
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
and visual consistency of all customer-facing CS resources to ensure clarity
and alignment with Verint's brand standards
How You'll Work.
Team & Collaboration
work cross-functionally with Product, Marketing, and Sales; 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; Comfort working across departments (Product, Marketing, Sales) without direct authority
Communication Scope
writing; editing; storytelling skills; voice, tone, and visual consistency
Process & Methodology
Ability to manage multiple concurrent projects and stakeholders in a matrixed organization
Full Job Description
[](https://www.verint.com)**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 onboardin
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