Vice President of Global Accounts, Outreach

• 10+ years of experience in global sales, account management, customer success, or related leadership roles, with a track record of managing enterprise accounts in a SaaS environment
• Demonstrated experience leading and scaling global teams, driving performance in a fast-paced, high-growth tech company
• Expertise in customer retention, expansion, and advocacy strategies, with a strong understanding of the software sales lifecycle and post-sales processes
• Proven ability to collaborate with cross-functional teams and influence stakeholders at all levels
• Strong leadership, communication, and interpersonal skills, with a high level of emotional intelligence
• Data-driven decision-maker with experience using CRM systems (e.g., Salesforce) and customer success tools to drive insights and results

Desirable

• The Vice President of Global Accounts at Outreach.io will be responsible for leading and growing our global account executive program
• This individual will be accountable for driving sales, growing revenue, reducing churn and contraction, managing the post-sale customer lifecycle, and ensuring long-term client success, satisfaction, and expansion of Outreach’s platform within selected global enterprise accounts worldwide
• As the VP, you will oversee a global team of Global Account Executives and provide leadership across all departments that engage with clients in the Global Account Executive program
• You will act as a critical cross-functional leader, driving collaboration with Sales, Customer Success, Product, and Marketing teams to ensure growth and retention for these important accounts
• You will create and execute scalable customer retention and expansion strategies, ensuring that Outreach delivers consistent value that aligns with customer goals
• Strategic Leadership: Develop and implement the global account strategy to increase customer satisfaction, product adoption, and revenue growth through account expansion. Collaborate closely with leadership in sales, marketing, and product management to ensure cohesive strategies for customer retention and upsell. Establish frameworks and KPIs to measure and drive customer success, satisfaction, and product adoption across diverse markets. Serve as a strategic partner to clients, acting as the executive sponsor to key global accounts, ensuring strong relationships at the C-level
• Team Leadership and Development: Lead, mentor, and manage a high-performing global team of account management professionals, fostering a customer-first, results-oriented culture. Create programs to attract, retain, and develop top talent across multiple regions. Implement best-in-class training and development programs for the account management team, ensuring consistent delivery of customer success strategies
• Customer Retention and Growth: Develop and execute strategies to improve account retention, expand relationships, and drive revenue growth within existing customer accounts. Monitor account health metrics and ensure that the team proactively addresses issues to mitigate churn and optimize renewals. Lead initiatives to increase product adoption and engagement, driving high-value upsell and cross-sell opportunities within the global customer base
• Process Optimization and Innovation: Build scalable processes, workflows, and best practices for global account management operations. Implement tools, analytics, and CRM systems (e.g., Salesforce) to drive efficiency and track performance metrics effectively. Continuously gather and analyze customer feedback and market trends to influence Outreach's product development roadmap and engagement strategies
• Cross-functional Collaboration: Partner closely with Sales, Customer Success, Marketing, and Product teams to ensure smooth client onboarding, alignment on value delivery, and consistent customer engagement. Work with Product and Engineering teams to influence product enhancements and improvements based on client feedback and needs
• Financial Management: Develop and manage account management budgets, ensuring the financial efficiency of operations while meeting revenue targets. Drive forecasting and report on key metrics to C-suite executives and board members, including revenue growth, churn rate, and customer health scores