Outreach

Customer Success Manager

Outreach

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $115,000 - $140,000 per year

About the role

  • 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

Requirements

  • 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
Benefits
  • Flexible time off
  • 401k to help you save for the future
  • Generous medical, dental, and vision coverage for full-time employees and their dependents
  • A parental leave program that includes options for a paid night nurse, and a gradual return to work
  • Infertility/ assisted reproductive services benefit
  • Employee referral bonuses to encourage the addition of great new people to the team
  • Snacks and beverages in the Office, along with fun events to celebrate
  • Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaScustomer success managementaccount managementsales processessales executiongo-to-market strategiesdata synthesisproject managementtechnical adoptionvalue driving programs
Soft Skills
strategic thinkingcritical thinkingproblem-solvingtime managementprioritizationactive listeningemotional intelligencerelationship buildingcommunicationinitiative