Senior Customer Success Manager

Outreach

Customer Success Manager partnering with clients to maximize platform value using AI insights. Driving efficiency, adoption, and business outcomes through customer-focused strategies.

Posted 7/29/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $145,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving AI-powered platform adoption and managing enterprise customer relationships, with a strong focus on measurable business outcomes and strategic change management. Capable of influencing executive stakeholders and translating technical capabilities into actionable business strategies.

Highest-signal resume keywords

Customer Success ManagementAI-Powered Platform AdoptionChange Management LeadershipExecutive PresenceAnalytical Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI InsightsData InterpretationGTM Strategy DevelopmentRenewal StrategyUpsell/Cross-Sell IdentificationChange ManagementCustomer Relationship ManagementSoftware AdoptionConsultative Problem-SolvingPerformance Monitoring

Soft Skills

Influencing SkillsStrategic ThinkingCoaching AbilitiesCommunication SkillsCollaboration

Tools & Technologies

AI ToolsCustomer Data PlatformsSales Enablement ToolsAnalytics SoftwareCRM Systems

Industry Keywords

SaaSAI-Enabled OfferingsEnterprise Customer RelationshipsRevenue OperationsSales Process

About the role

Key responsibilities & impact

Own a portfolio of customers and ensure they achieve measurable business outcomes
Drive adoption of core platform capabilities, with a focus on AI-powered features and credit consumption
Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact
Educate customers on AI capabilities (e.g., automation, predictive insights, personalization)
Own credit consumption as a primary, accountable metric for their book of named accounts
Define and prioritize AI use cases with the customer — translating a customer's GTM motion (prospecting, pipeline management, forecasting, coaching) into a sequenced roadmap of Amplify agent use cases that drives sustained adoption.
Lead hands-on change management with sellers and revenue leaders — running enablement sessions, coaching frontline adoption habits, and working with customer managers so the platform is adopted
Act as a strategist and influencer on the customer's AI GTM strategy — shaping how and where AI agents get embedded into the customer's sales process, and helping to build the internal business case for expanding usage into new teams and workflows
Leverage customer data and AI insights to proactively identify risks and expansion opportunities
Monitor health scores, usage trends, and engagement signals to drive action
Use AI tools to surface recommendations and next best actions
Own renewal strategy and mitigate churn/contraction risk
Identify and drive expansion opportunities (upsell/cross-sell), especially tied to AI value
Partner with Sales and RevOps to align on account strategy
Represent the voice of the customer back into Product and Marketing, particularly on agent performance, prompt quality, and adoption friction
Partner with Professional Services on onboarding and complex implementations
Provide feedback on AI models, accuracy, and customer sentiment

Requirements

What you’ll need

5+ years in Customer Success, Account Management, GTM/RevOps, Consulting, or a sales-process/technology advisory role, ideally at a SaaS company with complex, multi-product, AI-enabled offerings
Demonstrated experience driving software or platform adoption and leading change management with sellers and frontline sales managers
Strong executive presence and the ability to influence VP/C-level stakeholders on AI GTM strategy and organizational change, not just product usage
Comfort working with AI/agent-based products and translating technical capability into business outcomes for non-technical stakeholders
Experience managing enterprise customer relationships
Strong analytical mindset with the ability to interpret data and translate into action
Proven track record of driving renewals, expansion, and customer outcomes
Strategic thinking and consultative problem-solving mindset

Benefits

Comp & perks

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