Overview of Job Function
The CS Journey & Programs Specialist is responsible for designing and operationalizing Verint's customer journey framework and building the stage-specific resources that Customer Success Managers use to deliver consistent, outcome-focused engagements. This role translates journey architecture into practical toolkits, visual and multimedia resources, and scalable assets that serve both Named CSMs and Verint's long-tail customer base.
This is a hands-on individual contributor role that blends strategic thinking with creative execution. You will own the journey map as a living artifact, build adoption toolkits tied to each lifecycle stage, and produce lightweight multimedia resources that help CSMs and customers move through critical moments of truth. You will work cross-functionally with Product, Marketing, and Sales while keeping the voice and perspective firmly rooted in Customer Success.
Principal Duties and Essential Responsibilities
Customer Journey Mapping & Framework Ownership
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.
Adoption Toolkits & CSM Resources
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.
Multimedia & Visual Resource Development
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.
Cross-Functional Coordination
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.
Measurement & Iteration
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.
Minimum 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.