Customer Success Manager Remote; m​/w​/d

Customer Success Manager

At Calabrio/Verint, we believe customer engagement is the core of every global brand.

• Identify, create, and lead efforts for delivering value to customers by understanding customer strategic outcomes, business challenges, key KPIs and providing recommendations.
• Create and deliver a success roadmap that aligns with each customer's unique business goals and objectives.
• Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes.
• Negotiate and close renewals with existing customers.
• Own working with the customers to increase usage and adoption, ensure retention, and create an environment of customer delight.
• Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer, documenting the rationale for each health score assigned.
• Bring intelligent product feedback and recommendations from customers back to the product team.
• Advocate customer needs/issues cross-departmentally.
• Manage account escalations as needed.
• Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization.

• Bachelor’s degree or equivalent experience.
• Minimum of 5-7 years of experience in a customer-facing role focused on Customer Success.
• Proven ability to drive continuous value of our product(s), with a passion for customers to help them succeed.
• Proficiency in quickly learning and understanding software, and effectively communicating and demonstrating capabilities, whether in presentation format or by direct demonstration in a lab environment.
• Proficiency in managing diverse tasks concurrently, such as handling support escalation calls in the morning, conducting best practices calls during mid‑day, and facilitating onboarding meetings in the afternoon, etc.
• Ability to effectively and successfully handle customer service issues and conflict situations.
• Successful completion of a background screening process including employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.
• Experience managing customers of various sizes and knowing how/why to manage them differently.
• Experience with Totango or other customer success platforms.
• Innovative product culture and project exposure.
• Training and development from industry‑leading experts.

• Medical, dental, and vision insurance.
• Disability and life insurance.
• Flexible PTO.
• Paid holidays and parental leave.
• Tuition reimbursement and more.
• Starting rate of pay for this salaried position is targeted at $80,000.

We are an equal opportunity employer. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. Calabrio recognises diversity and fosters an inclusive hiring experience.

If you qualify under the Americans with Disabilities Act, your disability may require a reasonable accommodation. Requests for accommodation in the application process can be made by emailing applicant requesting accommodation may be required to provide support for the requested accommodation.