Customer Success Manager - Outreach

The Role:

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 to customers aligned with their goals. This role acts as a point of contact for customer post implementation for guidance in the customer journey.

Location: We are only considering candidates on the west coast at this time.

• 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, while GRAE leads commercial conversations

• Perform other duties as assigned

• Bachelor’s degree in a related field, or the equivalent in work experience

• Minimum of 5 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 20-40 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