• 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. • 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. • 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. • 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. • 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.

• We are searching for a Customer Success Manager who has a passion for working with federal agency customers. • You will need to be able to easily shift between skill sets in response to account needs. In a single day you may need to wear various hats such as Program Manager, Onboarding Specialist, Digital Transformation Guide, and Delivery Coordinator, all while leveraging an empathetic and outcomes-focused approach. • You will work across multiple accounts at once. You’ll collaborate closely with the delivery teams, which are typically composed of a Product Manager, User-Centered Designer, and Platform and/or Software Engineers, as well as the client stakeholders at multiple levels. • For new contracts, you will work with Practice Leadership and Recruiting to ensure the right staff is in place at the right time with the right skill sets. You will establish and guide the delivery team members through a streamlined account onboarding process and share any known context about the work they are about to engage in. You’ll work with key customer stakeholders including contract officers to ensure we are aligned on goals, identify and mitigate risks, establish metrics, have the right agile practices in place, and establish Deliverable and Invoicing submission processes. • As accounts mature, you’ll measure the health of the team and the account on a regular basis and drive remediation plans as needed. You will work with the delivery team to ensure the customer realizes the value being delivered in line with their desired impacts. Finally, with your business and ownership mentality, you’ll drive the account strategy that results in referenceable customers and expansion opportunities.

• Work in a collaborative team to meet onboarding, usage, and renewal targets for your portfolio of districts. • Onboard new districts by leading their project kickoff, data integration, and training sessions. • Assess usage, engagement, and outcome data to determine health and action needed at each of your districts. • Build and maintain director and executive level relationships at each of your districts. • Facilitate renewal process (quote, verbal approval, signature) for your districts. • Provide well-structured customer feedback to our Product Team, collected during the various customer engagements. • Continuously define, document problems and challenges faced by our districts. • Keep account records and notes updated in a CRM such as SalesForce, Gainsight or other CS tools.

• Build strong customer relationships through proactive outreach and engagement to align product capabilities with customer objectives • Establish and execute advanced onboarding and adoption strategies to increase customer value and product usage • Identify and engage at-risk accounts by using strong discovery and consultative skills to remove risk and realign them to success • Collaborate cross-functionally with Sales, Channel Partners, Support, and Services to drive customer milestones • Deliver a high-quality experience that deepens customer satisfaction and loyalty • Uncover and act on opportunities to expand customer relationship through value discovery and strategic conversations