Principal Customer Success Manager, Outreach
2+ days a week in office
AI revenue workflow platform
Job no longer available
AI revenue workflow platform
1001+ employees
Job no longer available
2+ days a week in office
1001+ employees
Company mission
To change the way companies engage with their customers throughout their lifecycle.
Role
Who you are
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Customer Relationship Management (CRM) has long faced challenges with poorly integrated technology, which has inspired a flurry of companies targeting efficiency in the sector. Outreach is an AI-enabled sales execution platform that enables users to build more pipeline, proactively fix deal risks, and make the best decisions to advance their deals across every moment of the sales cycle.
Outreach is a leader in its category; delivering a comprehensive suite of sales tools, and generating insights from a rich set of industry data. Although there are numerous competitors in the space, the company's early focus on AI is what allowed it to get ahead in the market. and this supported Outreach
Outreach has continued to display good growth after achieving Unicorn status back in 2020. Its solutions have become a mission-critical part of the revenue stack for many customers, with notable names served by the company include Siemens, Twilio, and zoom. On top of this, Outreach announced it has achieved new ISO/IEC certification that recognises responsible AI management, becoming the first company in its category to earn this distinction.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jun 2021
$200m
SERIES G
Jun 2020
$50m
SERIES F
Total funding: $527.3m
Company benefits
- Parental leave - Extended PTO for both parents, plus unique perks to ease the transition of returning to work
- Full medical benefits - Majority of employer paid medical, dental and vision coverage
- 401K - A competitive plan to help you save for retirement
- Flexible time off - We believe in a healthy work/life balance, and in our employees to make practical time off arrangements
Company HQ
Interbay, Seattle, WA
Leadership
Manny Medina
(Founder & Board Member)Was employee number three on Amazon’s AWS team, and led the Microsoft mobile division from launch.
Abhijit Mitra
(CEO)Previously CPO at Commure, SVP and GM (Industry Verticals) at ServiceNow, and Global VP (SAP Cloud for Customer) at SAP.
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