Customer Success Manager

Customer Success Manager

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 .

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 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 : Open to remote within the US.

Your Daily Adventures Will Include :

• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
• 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]
• 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 Value 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
• Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client "back to green"
• Connect internal teams to maximize the customer experience Product, Professional Services, Support, Sales, Marketing, and Leadership
• Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational
• 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
• 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
• Perform other duties as assigned

Our Vision of You :

$81,000 - $117,000 a year

Compensation for this role is comprised of an annual base salary and a variable component, ranging between $81,000 - $117,000 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.

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.