Customer Success Team Lead - Growth & Retention

Verint Systems, Inc.; Charleston (WV); On-site; USD 100,000 - 160,000; Full time

Job summary

Verint Systems, Inc. seeks a Manager of Customer Success to guide a team of Customer Success Managers, ensuring renewal readiness, value realization, and retention across a defined customer portfolio.

You will own team-level revenue outcomes, develop CSMs into high-performing advocates, and partner with Sales, Product, Marketing, and Professional Services to deliver measurable value from Verint's platform.

Qualifications

• Bachelor's degree or equivalent experience.
• 4+ years of people management experience leading customer-facing teams, with 6+ years in Customer Success, Account Management, or related field.
• Experience managing a book of business with renewal and expansion targets.
• Working knowledge of CS platforms and tooling (Totango, Gainsight) and CRM systems (Salesforce).
• Proficiency with data, dashboards, and health scoring to drive team actions.
• Strong interpersonal and relationship-building skills with customer executives.
• Experience in a cross-functional, matrixed environment.
• Ability to travel up to 20% of the time.
• Background screening as required by policy.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers across experience levels.
• Own people management lifecycle: hiring, onboarding, performance reviews, and development plans.
• Establish and run a consistent team operating rhythm with health reviews and forecast calls.
• Drive renewal readiness and expansion through the CSQL pipeline and playbooks.
• Coach CSMs on executive engagement, business reviews, and value storytelling.
• Collaborate with Sales, Product, Marketing, and Professional Services to ensure measurable value for customers.
• Own playbook execution and use Totango to track health and performance.

Skills

People management

Customer success

Cross-functional collaboration

Data-driven decision making

Executive stakeholder engagement

Travel readiness

Education

Bachelor's degree

Tools

Totango

Gainsight

Salesforce

Job description

Verint Systems, Inc. seeks a Manager of Customer Success to guide a team of Customer Success Managers, ensuring renewal readiness, value realization, and retention across a defined customer portfolio.

You will own team-level revenue outcomes, develop CSMs into high-performing advocates, and partner with Sales, Product, Marketing, and Professional Services to deliver measurable value from Verint's platform.