Customer Success Manager - Outreach

Job Title: Customer Success Manager
Job Location: London
Job Listing URL: https://jobs.lever.co/outreach/e80b9b29-be5d-4fd3-a088-fa4ea55e3ee2
Job Description: About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.

About the Team:

Customer Success at Outreach exists to drive measurable business outcomes by embedding Outreach into the core revenue workflows of our customers. We partner strategically across Sales, RevOps, Enablement, and Leadership teams to remove barriers to adoption, optimise performance, and support long-term retention and growth.

Our focus is not only customer satisfaction — it is operational impact. We align cross-functional stakeholders internally and externally to ensure Outreach drives real business results.

The Role:

At Outreach, Customer Success Managers are revenue accelerators and AI adoption drivers.

As a CSM, you are accountable for driving measurable customer outcomes, accelerating AI-powered workflow adoption, and owning the retention strategy across your book of business. While Client Account Executives lead commercial negotiations, you ensure customers realise sustained value, embed Outreach deeply into their revenue processes, and position the account for long-term growth.

This is a high-ownership, high-impact role requiring strategic thinking, commercial awareness, and the ability to translate product usage into executive-level business value. We value strategic thinking, curiosity, collaboration, and accountability in equal measure.

Location: London (2 days per week in office)

Your Daily Impact
Drive Measurable Customer Outcomes
Own outcome-based success plans aligned to customer business objectives, renewal timelines, and long-term growth strategy
Translate customer goals into structured adoption and AI acceleration plans
Identify and close value gaps early, ensuring adoption drives measurable business impact
Embed renewal readiness into every engagement as a byproduct of demonstrated success

Accelerate AI & Workflow Transformation
Support customers in advancing their AI adoption maturity across their revenue workflows.
Analyze Outreach AI usage and workflow performance to identify optimization and expansion opportunities
Educate customers on evolving AI capabilities and proactively recommend adoption strategies
Position AI-driven efficiency gains in business terms such as pipeline velocity, win rates, rep productivity, and forecasting accuracy

Own the Value Narrative
Translate adoption, AI usage, and performance data into executive-ready ROI stories
Present quantified value metrics in Quarterly Business Reviews and strategic planning sessions
Connect product usage to the metrics that matter to Sales Leaders, RevOps, and the C-Suite
Help customers articulate Outreach’s impact internally to strengthen executive sponsorship

Lead Proactive Retention Strategy
Own the retention strategy across your book of business, partnering with the Client Account Executive to ensure renewal readiness and account growth
Identify leading indicators of risk and define clear mitigation plans early
Identify and thoughtfully explore expansion opportunities based on demonstrated value.
Build and maintain multi-threaded relationships (3–5+ stakeholders per account), mapping power and influence to reduce single-thread risk and strengthen renewal and expansion strategy.

Operate with High Ownership
Take clear ownership of your accounts from onboarding through renewal and growth, ensuring alignment, continuity, and long-term success.
Proactively move initiatives forward while aligning stakeholders and maintaining shared clarity on next steps.
Think strategically and act with purpose across multiple concurrent priorities
Maintain disciplined account planning, forecasting hygiene, and internal alignment

Collaborate Cross-Functionally
Partner with Professional Services on onboarding and value acceleration
Partner with Sales on renewal and expansion strategy
Provide structured feedback to Product, representing the voice of your book of business
Coordinate internal resources to remove roadblocks and maximize customer experience
Our Vision of You:
3+ years of experience in Customer Success, Account Management, or a related SaaS role supporting complex software and business transformation
Proven experience managing a book of 30–50 accounts while driving measurable adoption and retention outcomes
Demonstrated ability to influence commercial outcomes without directly owning pricing
Strong understanding of modern revenue processes, sales execution, or go-to-market strategies
Experience presenting quantified business impact and ROI to senior stakeholders
Data-fluent: able to analyze usage metrics and translate insights into action plans
Comfortable discussing AI-driven workflows, automation, and performance optimization
Strong strategic and critical thinking skills
Excellent prioritization and time management in a fast-paced environment
High emotional intelligence and ability to build trust across all levels of an organization
Strong written and verbal communication skills, with the ability to tailor messaging to different audiences
Self-starter with a high sense of ownership and accountability
Bachelor’s degree or equivalent practical experience
How EMEA CS Operates:
We communicate openly, early, and often
We take ownership from start to finish
We are proactive
We build relationships at every level
We think strategically and act with purpose
We learn and adapt