Principal Customer Success Manager - Outreach

Job Title: Principal Customer Success Manager
Job Location: London
Job Listing URL: https://jobs.lever.co/outreach/c5b5a30e-9605-4a3d-b90a-c9384bb956b6
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, optimize 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:

The Principal Customer Success Manager is a senior individual contributor responsible for driving outcomes across a focused portfolio of Outreach’s most strategic customers in the region (3–5 accounts).

In addition to owning these high-value relationships, the Lead CSM acts as a senior peer within the Customer Success team — helping elevate standards, support account strategy, and mentor others. This is not a people management role, but it carries influence, accountability, and regional leadership responsibility.

This role combines strategic account ownership with team impact, operating as a trusted partner to both customers and internal stakeholders.

Location: London (hybrid with 2 days in office each week).
Your Daily Adventures Will Include:
Own Strategic Customer Outcomes
Manage a focused book of 3–5 high-value, complex accounts
Develop and evolve outcome-based success plans aligned to customer business objectives and renewal timelines
Drive sustained adoption of Outreach across teams and workflows
Identify leading indicators of risk and expansion, embedding renewal readiness into ongoing engagement
Partner closely with Client Account Executives to shape retention and growth strategy while they lead commercial conversations

Drive AI Adoption & Workflow Evolution
Guide customers in embedding Outreach’s AI capabilities into daily revenue workflows
Analyse AI usage patterns and workflow data to identify optimisation, efficiency, and expansion opportunities
Translate AI-driven productivity gains into measurable business impact (pipeline velocity, rep productivity, forecasting accuracy, win rates)
Support customers in redesigning elements of their revenue processes to fully leverage automation and agentic capabilities
Stay ahead of evolving AI features and proactively advise customers on adoption pathways

Lead Complex Stakeholder Environments
Build and maintain multi-threaded relationships across key stakeholders
Navigate varying priorities across Sales, RevOps, Enablement, and leadership
Maintain clarity and alignment on shared success criteria
Serve as a consistent, credible advisor throughout the customer journey

Elevate the Team
Act as a senior peer and mentor within the Customer Success team
Support colleagues in shaping account strategy and preparing executive-facing business reviews
Share best practices, playbooks, and insights across the region
Provide early visibility on emerging risks or patterns across strategic accounts
Partner with the regional CS leader to improve consistency, operating rhythm, and performance standards

Collaborate Cross-Functionally
Partner with Professional Services on onboarding and value acceleration
Coordinate with Product, Support, Sales, and Marketing to maximise customer experience
Represent the voice of strategic customers internally
Help influence improvements in product positioning and workflow enablement based on customer insight
Our Vision of You:
Significant experience (typically 7–10+ years) in Customer Success, Account Management, or a related SaaS role supporting complex software and business transformation
Proven success managing complex or strategic accounts with measurable retention outcomes
Strong commercial awareness and ability to influence renewal strategy without directly owning pricing
Experience driving adoption of AI-enabled or automation-driven platforms
Strong understanding of modern revenue processes and go-to-market workflows
Demonstrated ability to mentor or coach peers in a professional setting
High emotional intelligence and ability to build trusted relationships across stakeholder levels
Ability to influence without direct authority
Strong communication skills, able to tailor messaging to different audiences
Self-motivated with a strong sense of ownership and collaborative accountability
Comfortable operating in ambiguity and helping bring clarity to others
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