[Hiring] Manager, Value & CS Programs @Calabrio

Role Description

The Sr. Manager, Value & CS Programs is responsible for building and leading a centralized function that equips Customer Success Managers with the frameworks, playbooks, and value assets they need to deliver consistent, outcome-focused customer engagements. This role owns the design and execution of Customer Success programs spanning:

• Playbook creation and delivery
• Customer journey mapping
• Value realization
• Executive-level value storytelling
• Customer adoption programs
• Save plays
• Cross-functional initiative management

This is a builder role requiring strong program management skills, comfort operating in ambiguity, and the ability to scale impact across a Customer Success organization.

Qualifications

• Bachelor's degree in a related field or equivalent experience
• A minimum of 4 years progressive management experience
• 6+ years of experience in Customer Success, Customer Success Operations, Program Management, or a related function within a B2B SaaS or enterprise software environment
• Demonstrated experience designing playbooks or standardized engagement frameworks for customer-facing teams
• Background in Value Management, or analytics-driven CS functions
• Prior people management experience, including leading and developing teams
• Demonstrated experience building and scaling programs in evolving environments
• Strong understanding of customer value realization, outcomes-based success, and executive-level value storytelling
• Proven ability to manage multiple concurrent initiatives and drive execution across teams without direct authority
• Excellent written and verbal communication skills, with the ability to synthesize complex ideas into clear, actionable deliverables
• 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

Requirements

• Experience with customer journey mapping methodologies and translating journey frameworks into operational playbooks
• Experience supporting enterprise or complex B2B Customer Success organizations
• Experience developing onboarding or adoption programs aligned to Customer Success ownership
• Comfortable operating as both a strategic thinker and hands-on executor

Company Description