Customer Success Specialist

Calabrio, Inc.

Customer Success Journey & Programs Specialist responsible for designing customer journey frameworks for Verint. Collaborating cross-functionally to enhance customer success strategies and resources.

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

About the role

Key responsibilities & impact

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.
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.
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.
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.
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

What you’ll need

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.

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. Customer Success Specialist Job not on LinkedIn 🔥 0 minutes ago 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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.
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.
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.
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.
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. 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 Customer Success Manager 🔥 4 minutes ago Rise8 51 - 200 🏛️ Government Website LinkedIn All Job Openings Customer Success Manager focusing on federal agency clients. Overseeing account success, project delivery, and team collaboration in a fully remote role. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success Customer Success Manager, SMB/Scale Team 🔥 42 minutes ago SchooLinks 11 - 50 📚 Education ☁️ SaaS 🤝 B2B Website LinkedIn All Job Openings Customer Success Manager supporting K12 districts through onboarding, data integration, and relationship management. Focused on usage, engagement, and renewal targets in a remote environment. 🇺🇸 United States – Remote 💵 $65k - $80k / year 💰 Seed Round on 2016-02 ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success 🦅 H1B Visa Sponsor Customer Success Advisor, Design & Manufacturing 🔥 44 minutes ago Autodesk 10,000+ employees 📱 Media Website LinkedIn All Job Openings Customer Success Advisor supporting customers in realizing the value of Autodesk solutions. Collaborating with Account teams and Sales Representatives to enhance customer experiences. 🇺🇸 United States – Remote 💵 $72k - $128.3k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success Customer Success Advisor, AEC 🔥 44 minutes ago Autodesk 10,000+ employees 📱 Media Website LinkedIn All Job Openings Customer Success Advisor enhancing clients' value from Autodesk solutions with strong relationship building. Collaborating across teams to ensure customer satisfaction and drive product adoption. 🇺🇸 United States – Remote 💵 $72k - $128.3k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success Customer Success Manager, Construction 🔥 44 minutes ago Autodesk 10,000+ employees 📱 Media Website LinkedIn All Job Openings Customer Success Manager partnering with construction customers to maximize value from Autodesk solutions. Driving growth through strategic customer success planning and risk management in remote work. 🇺🇸 United States – Remote 💵 $75.6k - $135.5k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success View More Customer Success 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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer journey mappinglifecycle frameworksmultimedia productiontechnical documentationvideo editingcontent creationproject managementdata analysisresource developmentstorytelling

Soft Skills

writingeditingcommunicationcollaborationproactiveself-directedorganizationalstakeholder managementadaptabilitycustomer-focused

Certifications

Bachelor's degreeCustomer Success certificationsProject Management certificationsContent Creation certificationsVideo Production certifications