Manager, Value & CS Programs

Calabrio, Inc.

Oversee Customer Success programs and lead a team to ensure positive customer engagement outcomes at Verint. Design frameworks and tools to enhance customer success operations.

Posted 5/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

The Sr. Manager, Value & CS Programs is responsible for building and leading a centralized function that equips Customer Success Managers with the frameworks, playbooks, and value assets they need to deliver consistent, outcome-focused customer engagements.
This role owns the design and execution of Customer Success programs spanning playbook creation and delivery, customer journey mapping, value realization, executive-level value storytelling, customer adoption programs, save plays, and cross-functional initiative management.
Design, build, and maintain a library of Customer Success playbooks that Named & Digital CSMs use to drive consistency in customer engagements across onboarding, adoption, expansion, renewal preparation, and risk mitigation.
Establish a governance process for playbook versioning, feedback loops from CSMs, and continuous improvement based on field outcomes.
Own and evolve Verint's customer journey framework, defining the critical moments of truth, expected outcomes, and the digital/human engagement blend at each stage.
Partner with Customer Success leadership to own and mature Verint's value frameworks, including ROI narratives, outcome models, and executive-ready value stories.
Expand and refine existing value tools such as calculators, templates, and success narratives to support consistent customer-facing conversations.
Develop customer-ready materials and CSM-ready assets that support onboarding, adoption, and early value realization across the customer lifecycle.
Lead the intake, coordination, and execution of Customer Success related requests, including executive asks, product team coordination, value deliverables, and program initiatives.
Manage programs end-to-end, establishing clear ownership, timelines, dependencies, and follow-through across all participating teams.
Serve as a central point of coordination across Customer Success, Product Operations, Marketing, Pre-Sales, Enablement, and PMO teams to ensure alignment.
Identify which playbooks, journey assets, and value resources can be adapted into scalable, self-service formats for tech-touch and digital CS segments.
Lead and develop a team that initially includes business analysts focused on customer value and a Customer Success program specialist, with planned expansion to additional roles such as onboarding specialists and technical consultants supporting Customer Success.

Requirements

What you’ll need

Bachelors degree in a related field or equivalent experience.
Has a minimum of 4 years progressive management experience with 6+ years of experience in Customer Success, Customer Success Operations, Program Management, or a related function within a B2B SaaS or enterprise software environment.
Demonstrated experience designing playbooks or standardized engagement frameworks for customer-facing teams.
Background in Value Management, or analytics-driven CS functions.
Prior people management experience, including leading and developing teams.
Demonstrated experience building and scaling programs in evolving environments.
Strong understanding of customer value realization, outcomes-based success, and executive-level value storytelling.
Proven ability to manage multiple concurrent initiatives and drive execution across teams without direct authority.
Excellent written and verbal communication skills, with the ability to synthesize complex ideas into clear, actionable deliverables.
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 with customer journey mapping methodologies and translating journey frameworks into operational playbooks.
Experience supporting enterprise or complex B2B Customer Success organizations.
Experience developing onboarding or adoption programs aligned to Customer Success ownership.
Comfortable operating as both a strategic thinker and hands-on executor.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Calabrio, Inc. Website LinkedIn All Job Openings 501 - 1000 employees Founded 2007 🏢 Enterprise ☁️ SaaS 🤖 Artificial Intelligence Enterprise
SaaS
Artificial Intelligence Calabrio, Inc. is a provider of workforce engagement management (WEM) solutions, offering a fully integrated cloud-based suite known as Calabrio ONE. The company focuses on optimizing contact centers by combining tools for workforce management, quality management, call recording, analytics, and AI-driven insights to boost performance and customer engagement. Calabrio ONE is designed to empower agents through automated scheduling and forecasting while enhancing customer experiences with personalized coaching and performance insights. The platform is used across a variety of industries, helping to build brand trust and improve business intelligence with its AI-fueled analytics solutions. Manager, Value & CS Programs Job not on LinkedIn 🔥 6 minutes ago 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
The Sr. Manager, Value & CS Programs is responsible for building and leading a centralized function that equips Customer Success Managers with the frameworks, playbooks, and value assets they need to deliver consistent, outcome-focused customer engagements.
This role owns the design and execution of Customer Success programs spanning playbook creation and delivery, customer journey mapping, value realization, executive-level value storytelling, customer adoption programs, save plays, and cross-functional initiative management.
Design, build, and maintain a library of Customer Success playbooks that Named & Digital CSMs use to drive consistency in customer engagements across onboarding, adoption, expansion, renewal preparation, and risk mitigation.
Establish a governance process for playbook versioning, feedback loops from CSMs, and continuous improvement based on field outcomes.
Own and evolve Verint's customer journey framework, defining the critical moments of truth, expected outcomes, and the digital/human engagement blend at each stage.
Partner with Customer Success leadership to own and mature Verint's value frameworks, including ROI narratives, outcome models, and executive-ready value stories.
Expand and refine existing value tools such as calculators, templates, and success narratives to support consistent customer-facing conversations.
Develop customer-ready materials and CSM-ready assets that support onboarding, adoption, and early value realization across the customer lifecycle.
Lead the intake, coordination, and execution of Customer Success related requests, including executive asks, product team coordination, value deliverables, and program initiatives.
Manage programs end-to-end, establishing clear ownership, timelines, dependencies, and follow-through across all participating teams.
Serve as a central point of coordination across Customer Success, Product Operations, Marketing, Pre-Sales, Enablement, and PMO teams to ensure alignment.
Identify which playbooks, journey assets, and value resources can be adapted into scalable, self-service formats for tech-touch and digital CS segments.
Lead and develop a team that initially includes business analysts focused on customer value and a Customer Success program specialist, with planned expansion to additional roles such as onboarding specialists and technical consultants supporting Customer Success. 🎯 Requirements
Bachelors degree in a related field or equivalent experience.
Has a minimum of 4 years progressive management experience with 6+ years of experience in Customer Success, Customer Success Operations, Program Management, or a related function within a B2B SaaS or enterprise software environment.
Demonstrated experience designing playbooks or standardized engagement frameworks for customer-facing teams.
Background in Value Management, or analytics-driven CS functions.
Prior people management experience, including leading and developing teams.
Demonstrated experience building and scaling programs in evolving environments.
Strong understanding of customer value realization, outcomes-based success, and executive-level value storytelling.
Proven ability to manage multiple concurrent initiatives and drive execution across teams without direct authority.
Excellent written and verbal communication skills, with the ability to synthesize complex ideas into clear, actionable deliverables.
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 with customer journey mapping methodologies and translating journey frameworks into operational playbooks.
Experience supporting enterprise or complex B2B Customer Success organizations.
Experience developing onboarding or adoption programs aligned to Customer Success ownership.
Comfortable operating as both a strategic thinker and hands-on executor. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Mission Manager – Navy 🔥 33 minutes ago Defense Unicorns 51 - 200 🔒 Cybersecurity Website LinkedIn All Job Openings Product Manager for Navy collaborating with Tech Leads on technical roadmaps for mission success. Fostering environments for growth and values within the team. 🇺🇸 United States – Remote 💵 $118.2k - $159.8k / year 💰 Seed Round on 2022-10 ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Commercialization Manager, Shoulder 🔥 53 minutes ago Exactech 501 - 1000 ⚕️ Healthcare Insurance 🧬 Biotechnology ☁️ SaaS Website LinkedIn All Job Openings Drive specific product revenue growth by providing training and sales development to field sales organizations globally. Collaborate with agents and provide technical expertise during the sales process. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Crisis Care Manager 🔥 1 hour ago Imagine Pediatrics 51 - 200 🧘 Wellness 👥 B2C Website LinkedIn All Job Openings Crisis Team Case Manager assisting families with behavioral health crises. Facilitating recovery and care coordination for children with complex health needs. 🇺🇸 United States – Remote 💵 $65k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 👔 Manager 🗣️🇪🇸 Spanish Required Manager, Learning Enablement 🔥 1 hour ago NBCUniversal 10,000+ employees 📱 Media Website LinkedIn All Job Openings Learning Consultant at Comcast Advertising responsible for developing effective learning solutions. Establishing strategies to enhance business performance through high-quality learning experiences. 🇺🇸 United States – Remote 💵 $81.7k - $191.5k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Manager, Contracts 🔥 1 hour ago RTX 10,000+ employees 🚀 Aerospace Website LinkedIn All Job Openings Contracts Manager at Collins Aerospace providing strategic advice and guidance for defense contracts. Overseeing negotiations and contract execution while ensuring compliance with governmental regulations. 🇺🇸 United States – Remote 💵 $107.5k - $204.5k / year ⏰ Full Time 🟠 Senior 🔴 Lead 👔 Manager View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

program managementcustomer journey mappingplaybook creationvalue realizationanalytics-driven functionsonboarding programsadoption programsexecutive-level value storytellingvalue frameworkscustomer success operations

Soft Skills

leadershipteam developmentcommunicationsynthesis of complex ideasmulti-initiative managementstrategic thinkinghands-on executioncross-functional collaborationcontinuous improvementcustomer engagement

Certifications

Bachelor's degree