Verint Systems

Sr. Customer Success Manager

Verint Systems • $100K — $130K *
US-AnywhereRemote in United States
Consumer Technology
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience
  • 8+ years in a customer-facing Customer Success role
  • Quickly learns and demonstrates software
  • Strong urgency and a proactive mentality
  • Detail-oriented with strategic thinking
  • Ability to manage multiple tasks concurrently
  • Excellent conflict resolution and customer service skills

Responsibilities

  • Identify and lead customer value delivery efforts
  • Create and deliver success roadmaps
  • Drive product adoption and education
  • Collaborate to increase solution usage
  • Act as an expert on Verint Product Solutions
  • Assess business value for renewals and growth
  • Identify revenue expansion opportunities
  • Negotiate and close renewals
  • Evaluate customer health scores and document rationale
  • Provide product feedback to the team
  • Advocate customer issues across departments
  • Manage account escalations effectively

Benefits

  • Comprehensive healthcare plan
  • 401(k) with company match
  • Generous paid time off
  • Professional development opportunities
  • Flexible work arrangements
Full Job Description
Job Description

Overview of Job Function

The Sr. 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 role has strong relationship skills and can create win/win environments for all parties they work with. The CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job.

Principal Duties and Essential Responsibilities
  • 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.
  • Drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists.
  • Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes.
  • Be an expert on assigned Verint Product Solutions to speak and demo intelligently about the value and usage of the product.
  • Responsible for an ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions.
  • Identify Expansion Opportunities to drive revenue growth.
  • 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.

Minimum Requirements:
  • Bachelor's degree or equivalent experience
  • Minimum of 8 years of experience in a customer-facing role focused on Customer Success
  • A strong sense of urgency to perform actions quickly
  • 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
  • A "do what it takes" mentality
  • Detail oriented and a strategic thinker
  • Strong team player but a self-starter that can operate independently
  • 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

Preferred Requirements:
  • Prior experience in closing renewals and/or professional services opportunities
  • Experience managing customers of various sizes and knowing how/why to manage them differently
  • Experience with Totango or other customer success platforms


2025 Benefits Offering

About Verint Systems

Verint Systems Inc. is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization and cyber intelligence. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Verint’s solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk and compliance. The company was founded in 1994 and is headquartered in Melville, New York.
Learn more about Verint Systems
Size
4,400 employees
Market Cap
$2.3 billion
Industry
Consumer Technology
Net Income
$17.5 million
Founded
1994
5 Year Trend
-3.8%
Revenue
$1.2 billion
NASDAQ
VRNT
* Ladders Estimates

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