Senior Customer Success Manager, Outreach
Enterprise
$145-205k
OTE
OTE (On an 80/20 split)
More information about location
Sales execution platform
Be an early applicant
Sales execution platform
1001+ employees
Be an early applicant
$145-205k
OTE
OTE (On an 80/20 split)
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
- At least 10 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software platform
- Knowledge of Sales Engagement or Marketing Automation Software and how they integrate with CRMs
- Strong strategic and critical thinking skills
- Effective problem-solving 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
- Effective active listening skills, including understanding non-verbal cues and tone to communicate the right message to each audience member
- Strong emotional intelligence and empathy
- Ability to build effective relationships
- Ability to influence without direct authority
- 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
- Proven experience in growing/maintaining a book of complex or strategic clients through driving adoption of tools and influencing customers
- Domain knowledge in sales processes, sales execution, or go-to-market strategies
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 Senior 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
- This role is responsible for driving value and adoption of the Outreach platform for specific customers
- This role acts as the voice of the customer internally at Outreach, serving as a customer advocate, and influencing future product/platform needs based on customer sentiment
- . A successful team member will be collaborative in their approach while advocating for customer needs to improve product, positioning, and capabilities
- This position communicates with both internal and external stakeholders
- Analyze data from multiple sources to make recommendations, using knowledge, experience, and judgment to effectively guide and influence customer behavior
- Understand the relationship between objectives/goals and activities to respond effectively to what your customer needs versus what your customer asks
- Know and understand your book of business deeply: You know your customers, what they value, where they are in their maturity, and how to help them unlock their potential, and how those goals align to our value framework
- Guide customers on the path to success in a consistent and regular manner, including anticipating/resolving risks, strategically tapping internal resources, and maintaining precise alignment on success criteria
- Serve as a trusted advisor to your clients by being highly credible, able to engage internal and external stakeholders and align them to a shared vision
- Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
- 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 Customer Success 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
- Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership
- 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
- 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
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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