Strategic Customer Engagement Director

Overview

The Strategic Customer Engagement Director is a senior individual contributor role within Verint's Customer Success organization, dedicated to our most strategic enterprise accounts. This role serves as an executive-level advisor across a defined portfolio, partnering closely with assigned CSMs, Sales, and cross-functional stakeholders to protect and grow these relationships.

The Engagement Director brings deep enterprise expertise, executive presence, and a command of Verint's CX Automation portfolio to drive measurable business outcomes, accelerate adoption, and ensure long-term retention. This is a high-touch engagement model designed to deepen executive relationships, surface and advance strategic expansion opportunities, and ensure Verint's most valuable customers realize the full potential of their investment.

• Serve as the senior point of contact for a portfolio of strategic accounts, building trusted partnerships with C-suite and VP-level stakeholders
• Develop and execute multi-year Joint Success Plans aligned to each customer's strategic objectives, tracking measurable business outcomes and ensuring consistent value realization
• Act as a trusted advisor, leveraging deep knowledge of Verint's CX Automation platform and industry best practices to guide customers toward optimized and differentiated outcomes
• Partner with assigned CSMs, AEs, and account teams to provide executive-level engagement continuity, amplifying the existing coverage model
• Define and drive executive service alignment strategies, creating internal advocacy and external momentum to ensure delivery against each customer's stated priorities
• Facilitate regular executive strategy sessions and account scorecard reviews across Product, Services, Support, and Account Management to assess and improve the health of each strategic partnership
• Identify and qualify expansion opportunities, including new product lines, use case extensions, and platform consolidation plays, collaborating with Sales to advance pipeline and drive ARR growth
• Lead executive business reviews (EBRs), preparing and delivering board‑ready presentations that connect Verint outcomes to each customer's strategic priorities
• Proactively identify and mitigate retention risk, developing escalation resolution plans and coordinating across internal teams to resolve complex issues with urgency
• Monitor account health across KPIs including renewal readiness, product adoption, NPS/CSAT, and executive engagement, providing actionable insights to CS leadership
• Partner with internal stakeholders across Sales, Support, Services, Product, and R&D to orchestrate the full resources of Verint on behalf of strategic accounts
• Represent the voice of the customer internally, advocating for product roadmap influence, early access programs, and white‑glove service commitments appropriate to the strategic accounts tier
• Drive customer reference‑ability and executive loyalty, identifying and cultivating referenceable relationships and participation in advisory boards, case studies, and industry events
• Contribute to the development of strategic accounts program standards, playbooks, and engagement models in partnership with CS leadership

• Bachelor's degree in a relevant field or equivalent professional experience
• 10+ years of experience in enterprise Customer Success, strategic account management, or a related customer‑facing discipline, with a minimum of 3 years in a senior level role
• Demonstrated track record managing and growing complex, high‑value enterprise accounts with senior executive stakeholders, including experience with large global organizations
• Deep understanding of enterprise SaaS business models, value realization frameworks, and renewal/expansion mechanics
• Strong executive presence with the ability to credibly engage and influence C‑suite stakeholders
• Ability to translate complex platform capabilities into clear, compelling business outcomes for both technical and non‑technical audiences
• Proven ability to operate as an overlay or matrixed resource, influencing outcomes without direct authority over account teams
• Excel…