AI summary
Customer Success Manager role at Calabrio/Verint, a CX Automation and workforce productivity software company, owning customer outcomes from adoption and value delivery through renewals. You’ll act as a trusted advisor, build success roadmaps tied to customer KPIs, manage escalations, and bring product feedback back internally. Standout perk: comprehensive benefits including flexible PTO and tuition reimbursement, with a targeted $80,000 starting salary.
Key skills
Customer Success managementRenewal negotiation and closingSuccess roadmaps aligned to KPIsCustomer adoption and retention programsTotango (customer success platform)Customer health scoring and documentationProduct demos and presentationsEscalation management and conflict resolutionCross-functional stakeholder managementBachelor's degree or equivalent experience
Pays a targeted starting salary of $80,000 for this salaried Customer Success Manager role in New York.
You'll thrive here if you’re a consultative, customer-obsessed CSM with 5–7 years’ experience who can drive adoption and renewals while translating customer KPIs into actionable success plans.
Why apply
- Targeted $80,000 starting salary
- Flexible PTO and parental leave
- Tuition reimbursement and benefits
At Calabrio/Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities.
The Customer Success Manager (CSM) is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills, striving to become a trusted advisor to the customer. The CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job.
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. Document 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, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations 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, but not limited to, 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.
What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). Calabrio celebrates and fosters a culture that thrives on diversity. 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. We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing applicant requesting accommodation may be required to provide support for the requested accommodation.
The Customer Success Manager (CSM) is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills, striving to become a trusted advisor to the customer. The CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job.
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. Document 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, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations 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, but not limited to, 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.
What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). Calabrio celebrates and fosters a culture that thrives on diversity. 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. We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing applicant requesting accommodation may be required to provide support for the requested accommodation.