Note: The job is a remote job and is open to candidates in USA. Calabrio is seeking a Manager of Customer Success to lead a team responsible for customer adoption, value realization, retention, and expansion. The role oversees team development, revenue outcomes, customer engagement, cross-functional collaboration, and operational excellence across a defined customer portfolio.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers across varying experience levels
- Own the full people management lifecycle: hiring, onboarding, performance reviews, development plans, and performance management
- Establish and run a consistent team operating rhythm, including account health reviews, forecast calls, account planning sessions, and strategy discussions
- Set clear expectations for CSM activity, output quality, and customer outcomes; hold the team accountable to those standards
- Build team capabilities through structured coaching on executive engagement, business review delivery, value realization storytelling, and expansion identification
- Manage team capacity and workload distribution to ensure balanced account coverage
- Own team-level targets for revenue retention, and CSQL-generated expansion pipeline
- Hold the team accountable for documenting customer outcomes and value realization, ensuring success stories and measurable results are captured and shared
- Drive CSM execution against renewal timelines, ensuring early risk identification and proactive intervention
- Oversee CSQL pipeline generation and qualification, ensuring the team identifies and advances expansion opportunities through the defined approval and staging process
- Monitor customer health scores, adoption metrics, and risk indicators at the portfolio level; take action when trends signal churn or contraction risk
- Ensure consistent execution of scheduled customer check-ins, success plans, and periodic business reviews across the team's portfolio
- Serve as the escalation point for at-risk accounts, engaging directly with customer executives when needed to resolve issues and protect revenue
- Join strategic customer meetings, executive business reviews, and renewal conversations to reinforce Verint's commitment and value
- Coach CSMs on building and maintaining multi-threaded relationships with customer stakeholders, including economic buyers and operational sponsors
- Ensure timely identification, documentation, and resolution of customer concerns across the team
- Represent the voice of the customer in cross-functional forums with Sales, Product, Marketing, and Professional Services
- Partner with Sales leadership on account strategy alignment, handoff processes, and joint renewal/expansion planning
- Provide structured product feedback to Product teams based on aggregated customer input and adoption data
- Coordinate with Professional Services and Support to ensure delivery expectations align with customer goals
- Own playbook execution and iteration for the team, ensuring CSMs follow established engagement models, success planning frameworks, and escalation protocols
- Utilize CS platform tools and dashboards (e.g., Totango) to track customer health, adoption trends, and team performance
- Identify process gaps and drive continuous improvement in workflows, templates, and reporting to increase team efficiency and consistency
- Deliver accurate renewal and expansion forecasts to leadership on a regular cadence
Skills
- • Bachelor's degree or equivalent experience
- • 4+ years of people management experience leading customer-facing teams, with 6+ years of overall experience in Customer Success, Account Management, or a related function
- • Demonstrated experience managing a team accountable for a book of business, including renewal and expansion targets
- • Working knowledge of CS platforms and tooling (e.g., Totango, Gainsight) and CRM systems (e.g., Salesforce)
- • Proficiency in using data, dashboards, and health scoring frameworks to manage customer portfolios and drive team actions
- • Strong interpersonal, communication, and relationship-building skills with the ability to engage customer executives
- • Experience operating in a cross-functional, matrixed environment
- • Strong organizational skills with the ability to prioritize across multiple accounts, team members, and competing demands
- • Ability to travel up to 20% of the time
- • Experience in workforce management, customer experience, or enterprise SaaS environments
- • Track record of improving net revenue retention or gross renewal rates within a managed portfolio
- • Familiarity with customer segmentation models and tiered engagement strategies
- • Background in coaching and developing Customer Success professionals
- • Experience driving or contributing to a structured expansion pipeline program (e.g. CSQL or similar qualification-based model)
Benefits
- Training and development from industry-leading experts
- 401(k) with company matching
- Medical, dental, and vision insurance
- Disability and life insurance
- Flexible PTO
- Paid holidays and parental leave
- Tuition reimbursement
- Comprehensive benefits for various life circumstances and needs
- Great opportunities for career development
- A balanced work-life to achieve personal and professional success
Company Overview