Customer Success Manager, Outreach
EMEA
+ Opportunity to be part of company success via equity program
Office located in Shoreditch, London
Sales execution platform
Open for applications
Sales execution platform
1001+ employees
Open for applications
+ Opportunity to be part of company success via equity program
Office located in Shoreditch, London
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 equivalent work experience
- At least 5 years’ experience in Customer Success, Account Management, or a similar role within SaaS, supporting business transformation and driving customer outcomes with complex software
- A proven track record of managing a book of 40–50 accounts, driving tool adoption and influencing customer decisions
- Strong domain knowledge of sales processes, execution, or go-to-market strategies
- Excellent strategic and critical thinking capabilities
- Strong problem-solving and analytical skills
- Effective time management and ability to prioritise workload
- Confidence in synthesising data from multiple sources to inform decision-making
- A proactive, self-starting attitude and high level of initiative
- Excellent active listening skills and a desire to understand
- High emotional intelligence and strong empathy for customers
- Ability to build strong, effective relationships
- Exceptional written and verbal communication skills, with the ability to tailor messaging to suit different audiences
- Ability to set realistic goals and work persistently to achieve them
- Strong business acumen and the ability to navigate complex organisational structures
What the job involves
- 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 aligned with their goals. This role serves as a key point of contact for customers post-implementation and throughout their ongoing journey
- Applying successes, best practices, and learnings from Outreach customers to consult with others in a similar context
- Partnering with and influencing key stakeholders on the best ways to achieve customer objectives, removing roadblocks as needed—this may include product adoption, prioritisation, or technical solutions (handled directly or in collaboration with internal teams)
- Tailoring communication to your audience by contextualising customer data and clearly positioning return on investment and strategic alignment
- Championing the development and execution of Value Plans that underpin account success across your portfolio, including ensuring alignment with client objectives
- Following the Outreach Operating Rhythm to ensure customer satisfaction, engagement, and realisation of value from the platform
- Identifying risks or threats to customer health and implementing targeted strategies to restore them to a positive status
- Collaborating across internal teams to optimise the customer experience—Product, Professional Services, Support, Sales, Marketing, and Leadership
- Managing multiple projects simultaneously, balancing the priorities of both internal and external stakeholders from business, technical, and organisational perspectives
- Staying informed on sales and revenue trends to increase your industry credibility (e.g. attending events, listening to podcasts, reading books, and reviewing case studies)
- Potentially partnering with Account Executives on renewals and expansions—this includes taking a proactive approach to upcoming renewals and enabling value-driven programmes early, while GRAEs lead on commercial matters
- Performing other duties as required
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
-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
- Dental and vision coverage
- 401(K)
- Parental leave
- Flexible time off
- Work from home opportunities
- Health insurance
Company HQ
Interbay, Seattle, WA
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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