Job Description
About Outreach
Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. Outreach infuses agentic AI to power 100s of use cases across sales motions. From new logo prospecting to renewal and expansion, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Global organizations use Outreach to power their revenue teams, including SAP, Siemens, Snowflake, ZoomInfo, and Verizon to name a few. To learn more, please visit www.outreach.io.
Customer Success at Outreach exists to drive measurable business outcomes by embedding Outreach into the core revenue workflows of our customers. We partner strategically across Sales, RevOps, Enablement, and Leadership teams to remove barriers to adoption, optimize performance, and support long-term retention and growth.
Our focus is not only customer satisfaction — it is operational impact. We align cross-functional stakeholders internally and externally to ensure Outreach drives real business results.
The Principal Customer Success Manager is a senior individual contributor responsible for driving outcomes across a focused portfolio of Outreach’s most strategic customers in the region (3–5 accounts).
In addition to owning these high-value relationships, the Lead CSM acts as a senior peer within the Customer Success team — helping elevate standards, support account strategy, and mentor others. This is not a people management role, but it carries influence, accountability, and regional leadership responsibility.
This role combines strategic account ownership with team impact, operating as a trusted partner to both customers and internal stakeholders.
Location: London (hybrid with 2 days in office each week).
Your Daily Adventures Will Include:
Own Strategic Customer Outcomes
Manage a focused book of 3–5 high-value, complex accounts
Develop and evolve outcome-based success plans aligned to customer business objectives and renewal timelines
Drive sustained adoption of Outreach across teams and workflows
Identify leading indicators of risk and expansion, embedding renewal readiness into ongoing engagement
Partner closely with Client Account Executives to shape retention and growth strategy while they lead commercial conversations
Drive AI Adoption & Workflow Evolution
Guide customers in embedding Outreach’s AI capabilities into daily revenue workflows
Analyse AI usage patterns and workflow data to identify optimisation, efficiency, and expansion opportunities
Translate AI-driven productivity gains into measurable business impact (pipeline velocity, rep productivity, forecasting accuracy, win rates)
Support customers in redesigning elements of their revenue processes to fully leverage automation and agentic capabilities
Stay ahead of evolving AI features and proactively advise customers on adoption pathways
Lead Complex Stakeholder Environments
Build and maintain multi-threaded relationships across key stakeholders
Navigate varying priorities across Sales, RevOps, Enablement, and leadership
Maintain clarity and alignment on shared success criteria
Serve as a consistent, credible advisor throughout the customer journey
Elevate the Team
Act as a senior peer and mentor within the Customer Success team
Support colleagues in shaping account strategy and preparing executive-facing business reviews
Share best practices, playbooks, and insights across the region
Provide early visibility on emerging risks or patterns across strategic accounts
Partner with the regional CS leader to improve consistency, operating rhythm, and performance standards
Collaborate Cross-Functionally
Partner with Professional Services on onboarding and value acceleration
Coordinate with Product, Support, Sales, and Marketing to maximise customer experience
Represent the voice of strategic customers internally
Help influence improvements in product positioning and workflow enablement based on customer insight
Our Vision of You:
- Significant experience (typically 7–10+ years) in Customer Success, Account Management, or a related SaaS role supporting complex software and business transformation
- Proven success managing complex or strategic accounts with measurable retention outcomes
- Strong commercial awareness and ability to influence renewal strategy without directly owning pricing
- Experience driving adoption of AI-enabled or automation-driven platforms
- Strong understanding of modern revenue processes and go-to-market workflows
- Demonstrated ability to mentor or coach peers in a professional setting
- High emotional intelligence and ability to build trusted relationships across stakeholder levels
- Ability to influence without direct authority
- Strong communication skills, able to tailor messaging to different audiences
- Self-motivated with a strong sense of ownership and collaborative accountability
- Comfortable operating in ambiguity and helping bring clarity to others
How EMEA CS Operates
- We communicate openly, early, and often
- We take ownership from start to finish
- We are proactive
- We build relationships at every level
- We think strategically and act with purpose
- We learn and adapt
#LI-LT1
Why You’ll Love It Here
● 25 days holiday + 8 bank holidays
● Outreach contributes with monthly contribution towards your pension
● Private medical care for employee and spouse/family with Program Health Plus
● Cashplan is offered through Medicash to help offset out of pocket medical related expenses
● Dental coverage
● Life insurance at 4x annual salary
● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
● A parental leave program that includes not just extended time off but options for a paid night nurse
● Opportunity to be part of company success via equity program
● Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women’s Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
● Employee referral bonuses to encourage the addition of great new people to the team
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
