Customer Success Manager, Outreach
+ Equity program
2 days a week in office
AI revenue workflow platform
Job no longer available
AI revenue workflow platform
1001+ employees
Job no longer available
+ Equity program
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
- 3+ years of experience in Customer Success, Account Management, or a related SaaS role supporting complex software and business transformation
- Proven experience managing a book of 30–50 accounts while driving measurable adoption and retention outcomes
- Demonstrated ability to influence commercial outcomes without directly owning pricing
- Strong understanding of modern revenue processes, sales execution, or go-to-market strategies
- Experience presenting quantified business impact and ROI to senior stakeholders
- Data-fluent: able to analyze usage metrics and translate insights into action plans
- Comfortable discussing AI-driven workflows, automation, and performance optimization
- Strong strategic and critical thinking skills
- Excellent prioritization and time management in a fast-paced environment
- High emotional intelligence and ability to build trust across all levels of an organization
- Strong written and verbal communication skills, with the ability to tailor messaging to different audiences
- Self-starter with a high sense of ownership and accountability
- Bachelor’s degree or equivalent practical experience
What the job involves
- Customer Success at Outreach exists to drive measurable business outcomes by embedding Outreach into the core revenue workflows of our customers. We partner strategically across Sales, RevOps, Enablement, and Leadership teams to remove barriers to adoption, optimise performance, and support long-term retention and growth
- Our focus is not only customer satisfaction — it is operational impact. We align cross-functional stakeholders internally and externally to ensure Outreach drives real business results
- At Outreach, Customer Success Managers are revenue accelerators and AI adoption drivers
- As a CSM II, you are accountable for driving measurable customer outcomes, accelerating AI-powered workflow adoption, and owning the retention strategy across your book of business
- While Client Account Executives lead commercial negotiations, you ensure customers realise sustained value, embed Outreach deeply into their revenue processes, and position the account for long-term growth
- This is a high-ownership, high-impact role requiring strategic thinking, commercial awareness, and the ability to translate product usage into executive-level business value. We value strategic thinking, curiosity, collaboration, and accountability in equal measure
- Own outcome-based success plans aligned to customer business objectives, renewal timelines, and long-term growth strategy
- Translate customer goals into structured adoption and AI acceleration plans
- Identify and close value gaps early, ensuring adoption drives measurable business impact
- Embed renewal readiness into every engagement as a byproduct of demonstrated success
- Support customers in advancing their AI adoption maturity across their revenue workflows
- Analyze Outreach AI usage and workflow performance to identify optimization and expansion opportunities
- Educate customers on evolving AI capabilities and proactively recommend adoption strategies
- Position AI-driven efficiency gains in business terms such as pipeline velocity, win rates, rep productivity, and forecasting accuracy
- Translate adoption, AI usage, and performance data into executive-ready ROI stories
- Present quantified value metrics in Quarterly Business Reviews and strategic planning sessions
- Connect product usage to the metrics that matter to Sales Leaders, RevOps, and the C-Suite
- Help customers articulate Outreach’s impact internally to strengthen executive sponsorship
- Own the retention strategy across your book of business, partnering with the Client Account Executive to ensure renewal readiness and account growth
- Identify leading indicators of risk and define clear mitigation plans early
- Identify and thoughtfully explore expansion opportunities based on demonstrated value
- Build and maintain multi-threaded relationships (3–5+ stakeholders per account), mapping power and influence to reduce single-thread risk and strengthen renewal and expansion strategy
- Take clear ownership of your accounts from onboarding through renewal and growth, ensuring alignment, continuity, and long-term success
- Proactively move initiatives forward while aligning stakeholders and maintaining shared clarity on next steps
- Think strategically and act with purpose across multiple concurrent priorities
- Maintain disciplined account planning, forecasting hygiene, and internal alignment
- Partner with Professional Services on onboarding and value acceleration
- Partner with Sales on renewal and expansion strategy
- Provide structured feedback to Product, representing the voice of your book of business
- Coordinate internal resources to remove roadblocks and maximize customer experience
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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