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.
Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.
For US Applicants
2025 Benefits Offering
What We Do
Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. With this approach, brands can navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction. Our solutions help brands close the gap created when they lack the resources required to deliver experiences that fulfill customer expectations. Closing this Engagement Capacity Gap™ helps them build lasting relationships with customers and drive real business results. The Verint Customer Engagement Platform draws on the latest advancements in artificial intelligence and analytics, open integration, and the science of customer engagement to meet ever-increasing, ever-shifting consumer interactions and demands. We help our customers to drive even greater value from their technology investments by working closely with a broad ecosystem of solutions and partners. With Verint, brands can finally unlock the potential of customer engagement across every area of the business to deliver consistently differentiated experiences to their customers and employees, and do so at scale to realize tangible business results. Global Presence • Headquartered in Melville, N.Y., with 40+ offices worldwide • Powered by 4,500 dedicated professionals and a global partner network Closing the Engagement Capacity Gap Brands today are challenged to deliver quality customer experiences across dozens of engagement channels, hundreds of customer journeys, and millions of interactions – all with the same team and resources. This results in an Engagement Capacity Gap. Verint solutions are uniquely geared toward closing this gap. More than 10,000 organizations in over 175 countries—including more than 85 percent of the Fortune 100 — rely on Verint. To learn more, visit: www.verint.com
