Customer Success Manager, Outreach
EMEA
Equity available
More information about location
AI revenue workflow platform
Job no longer available
AI revenue workflow platform
1001+ employees
Job no longer available
Equity available
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
- 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 understand our customer’s business
- 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
- Minimum of 5 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with complex software
- Proven experience in growing and maintaining a book of 15-25 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
- 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
- Success Planning, Adoption & Consumption:
- Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and Outreach side
- Lead and plan regular cadence of meetings with Customers while developing onsite cadence with customers for strategic workshops, Business reviews and customer networking
- Driving and analyzing consumption patterns to provide proactive insights and guidance, and recommend specific solutions to help customers achieve desired outcomes
- Training & Enablement
- Training and enabling customers to better incorporate the platform into their workflows
- Ensure customers are aware of, and educated on, new features and releases
- Driving Outcomes & Value Realization
- Identifying, driving and measuring customer’s Desired Business Outcomes (DBOs)
- Proactive risk identification and mitigation through use of consumption metrics and trends, in addition to monitoring Outreach application to customer workflows
- Provide Voice of Customer back to Marketing, Sales and Product to inform product enhancements and ongoing improvement of platform and services
- Identify CSQLs to support account growth and expansion
- Tailor communications to the audience by contextualizing customer data and positioning ROI on the overall strategy
- Champion the development and follow through on “Create and Close Plans” that seed success for the customer
- Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green”
- Manage customer health escalations and track technical escalations to prioritize customer issues and mitigate risks. Facilitate AE alignment to ensure issues are communicated and escalated appropriately
- Thought Leadership & Best Practice
- Responsible for driving the strategy and execution of the customer’s journey with Outreach
- Sharing best practice, thought leadership and bench-marking with customers, that aligns to their Desired Business Outcomes (DBOs)
- 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, and researching case studies
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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