Customer Success Manager, Outreach
1-2 days a week in office
Sales execution platform
Be an early applicant
Sales execution platform
1001+ employees
Be an early applicant
1-2 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
- Bachelor’s degree in a related field, or the equivalent in work experience
- Minimum of 4 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 20-30 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
What the job involves
- The Customer Success Manager is responsible for driving platform adoption, assessing 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
- Perform other duties as assigned
Salary benchmarks
Our take
Alongside the longstanding problems of identifying and closing sales, 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 a 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 AI-driven insights from a rich set of industry data. The company's focus on AI, which included the development of a ‘knowledge AI assistant’ for salespeople, is what allowed it to get ahead in the market. There are numerous competitors in the space, however Outreach has proved to command investor respect, having achieved Unicorn status in 2020.
Outreach has continued to display good growth, and has become a mission-critical part of the revenue stack for many customers - of which it boasts over 5000 globally. Notable names served by the company include Siemens, Twilio, and zoom.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Jun 2021
$200m
SERIES G
Jun 2020
$50m
SERIES F
Total funding: $527.3m
Company benefits
- Dental and vision coverage
- 401(K)
- Parental leave
- Flexible time off
- Work from home opportunities
- Health insurance
Company values
- We believe that being a leader means inspiring others to the right actions
- We believe in setting unattainable goals and fighting our way to success
- We believe truth is discovered through relentless curiosity
- We believe in honesty, especially with ourselves
- We believe in ownership, we are all responsible for our customers' success
Company HQ
Interbay, Seattle, WA
Articles
Leadership
Manny Medina
(CEO)Manny was employee number three on Amazon’s AWS team, and led the Microsoft mobile division from launch.
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