Calabrio
Manager, Customer Success
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 4 days ago · Found 2h ago
First listed 4 days ago and still open.
Salary
$85,000
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Mid
Category
Customer Support
Stated by the employer in the job description
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "United States, Remote"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the 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.
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.
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.
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
- ·We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Base salary will be starting at $85,000.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Calabrio, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 2h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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