Senior Customer Success Manager

Job description

Outreach is the first and only AI Sales Execution Platform built for intelligent revenue workflows. Built on the world’s largest foundation of customer interactions and go-to-market team data, Outreach’s leading revenue AI technology helps go-to-market professionals and their companies win by intelligently accelerating decision making and elevating sellers to do their best work. Our powerful platform gives revenue teams the tools they need to design, measure, and improve a revenue strategy for every stage of the customer journey, improving efficiency and effectiveness across the entire revenue cycle. Over 6,000 customers, including Zoom, McKesson, Snowflake, SAP, and Okta use Outreach to power workflows, put customers at the center of their business, improve revenue results, and win in the market.

Outreach is a privately held company based in Seattle, Washington, with offices worldwide. To learn more, please visit www.outreach.io.

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 Senior Customer Success Manager is responsible for driving platform adoption, assessing 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. This role is responsible for driving value and adoption of the Outreach platform for specific customers. This role acts as the voice of the customer internally at Outreach, serving as a customer advocate, and influencing future product/platform needs based on customer sentiment. A successful team member will be collaborative in their approach while advocating for customer needs to improve product, positioning, and capabilities. This position communicates with both internal and external stakeholders.

Location: Our preferred location is the Seattle Area in a hybrid model of coming in the office. Open to considering remote.

Your Daily Adventures Will Include

• Analyze data from multiple sources to make recommendations, using knowledge, experience, and judgment to effectively guide and influence customer behavior.
• Understand the relationship between objectives/goals and activities to respond effectively to what your customer needs versus what your customer asks.
• Know and understand your book of business deeply: You know your customers, what they value, where they are in their maturity, and how to help them unlock their potential, and how those goals align to our value framework
• Guide customers on the path to success in a consistent and regular manner, including anticipating/resolving risks, strategically tapping internal resources, and maintaining precise alignment on success criteria
• Serve as a trusted advisor to your clients by being highly credible, able to engage internal and external stakeholders and align them to a shared vision.
• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
• Tailor communications to the audience by contextualizing customer data and positioning return on investment and the overall strategy
• Champion the development and follow through on Customer Success Plans that seed the success for your accounts across your book of business, including vetting alignment on these plans with your clients
• Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from using the platform
• Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership
• 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
• 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
• Perform other duties as assigned

Our Vision of You

• Bachelor’s degree in a related field, or the equivalent in work experience
• At least 10 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software platform
• Knowledge of Sales Engagement or Marketing Automation Software and how they integrate with CRMs
• Strong strategic and critical thinking skills
• Effective problem-solving skills
• Ability to synthesize data from multiple sources to make a decision
• Self starter/high sense of initiative
• Effective active listening skills, with a desire to seek to understand
• Effective active listening skills, including understanding non-verbal cues and tone to communicate the right message to each audience member
• Strong emotional intelligence and empathy
• Ability to build effective relationships
• Ability to influence without direct authority
• Strong communication skills, both verbal and written, with the ability to tailor communications to the audience as appropriate
• Ability to set realistic goals and drive to those outcomes
• Ability to navigate complex networks within an organization/Strong business acumen
• Proven experience in growing/maintaining a book of complex or strategic clients through driving adoption of tools and influencing customers
• Domain knowledge in sales processes, sales execution, or go-to-market strategies

Compensation for this role is comprised of an annual base salary and a variable component, ranging between $145,000 - $160,000 OTE (On an ⁸⁰⁄₂₀ split). You may also be offered incentive compensation, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate’s skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.

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.