Customer Success Manager, Outreach
$115-140k
OTE
More information about location
AI revenue workflow platform
Be an early applicant
AI revenue workflow platform
1001+ employees
Be an early applicant
$115-140k
OTE
More information about location
1001+ employees
Company mission
To change the way companies engage with their customers throughout their lifecycle.
Role
Who you are
- Bachelor’s degree in a related field, or the equivalent in work experience
- Minimum of 5 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 20-40 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
- 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
What the job involves
- 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
- 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 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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