Customer Success Manager

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 . 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: 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: Minimum of 2 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software  Proven experience in growing/maintaining a book of 30-40 clients through driving adoption of tools and influencing customers  Domain knowledge in sales processes, sales execution, or go-to-market strategies  Strong strategic and critical thinking skills  Effective problem-solving skills  Effective time management and prioritization 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  Strong emotional intelligence and empathy  Ability to build effective relationships  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  Bachelor’s degree in a related field, or the equivalent in work experience  $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. #LI-KH2 #LI-remote 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. Apply for this job