Customer Success Manager

About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.

About the Team:

The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey - with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long-term customer retention and growth. The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. Customer Success acts as the trusted advisor to our customers, helping Sales Leaders shape their strategy and drive measurable business impact. We work strategically with customers helping them achieve their goals and then partner with our Growth Account Executives to drive renewal strategy.

The Role:

The Customer Success Manager is responsible for driving platform adoption, assessing the overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. This role acts as a point of contact for customer post implementation for guidance in the customer journey.

Location: We are only considering candidates on the west coast at this time.

Your Daily Adventures Will Include: :
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Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers

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Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams]

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Tailor communications to the audience by contextualizing customer data and positioning return on investment and the overall strategy

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Champion the development and follow through on Value Plans that seed the success for your accounts across your book of business, including vetting alignment on these plans with your clients

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Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from using the platform

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Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green”

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Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership

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Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational

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Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies

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May partner with Account Executives in renewals and expansion; this includes taking a forward-looking view on upcoming renewals and enabling value driving programs early and often, while GRAE leads commercial conversations

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Perform other duties as assigned

Our Vision of You: :
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Bachelor’s degree in a related field, or the equivalent in work experience

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Minimum of 5 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software

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Proven experience in growing/maintaining a book of 20-40 clients through driving adoption of tools and influencing customers

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Domain knowledge in sales processes, sales execution, or go-to-market strategies

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Strong strategic and critical thinking skills

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Effective problem-solving skills

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Effective time management and prioritization skills

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Ability to synthesize data from multiple sources to make a decision

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Self-starter/high sense of initiative

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Effective active listening skills, with a desire to seek to understand

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Strong emotional intelligence and empathy

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Ability to build effective relationships

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Strong communication skills, both verbal and written, with the ability to tailor communications to the audience as appropriate

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Ability to set realistic goals and drive to those outcomes

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Ability to navigate complex networks within an organization/Strong business acumen

#LI-LT1

Why You’ll Love It Here

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.