Customer Success Manager at Outreach

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Minimum of 2 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer adoption

Responsibilities

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 (ranging from product adoption, prioritization, or technical issues 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, including 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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementPlatform AdoptionCustomer HealthStrategic GuidanceRenewal StrategySales EnablementCross-functional Collaboration

Questions & Answers

Common questions about this position

Is this Customer Success Manager role remote-friendly?

Yes, the position is open to remote work within the US.

What is the salary for the Customer Success Manager position?

This information is not specified in the job description.

What are the main responsibilities of a Customer Success Manager at Outreach?

The role involves driving platform adoption, assessing customer health, providing strategic guidance, partnering with stakeholders to remove roadblocks, tailoring communications on ROI, developing Value Plans, and identifying risks to client health.

What is the culture like on the Customer Success team at Outreach?

The Customer Success team is at the core of Outreach, focusing on driving real business impact for customers by acting as trusted advisors, connecting cross-functional stakeholders, and partnering to achieve customer goals and renewals.

What makes a strong candidate for the Customer Success Manager role?

Strong candidates will have experience applying customer best practices, influencing stakeholders, tailoring communications on ROI, developing value plans, and identifying risks, with a strategic focus on driving adoption and business impact.

Outreach

Sales engagement platform for B2B clients

About Outreach

Outreach.io offers a sales engagement platform that helps businesses enhance their sales processes through automation of email campaigns, phone calls, and social media interactions. The platform is designed for B2B clients, ranging from small startups to large enterprises, allowing sales teams to track customer interactions and close more deals. Operating on a subscription model, Outreach.io provides various pricing tiers to meet the needs of different clients while ensuring a steady revenue stream. The company stands out by focusing on automation and data-driven insights, making it particularly beneficial for optimizing sales workflows.

Seattle, WashingtonHeadquarters

2014Year Founded

$512.9MTotal Funding

SERIES_GCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Parental Leave: Extended PTO for both parents, plus unique perks to ease the transition of returning to work.

Full Medical Benefits: Majority of employer paid medical, dental and vision coverage.

401k: A competitive plan to help you save for retirement.

Flexible Time Off: We believe in a healthy work/life balance, and in our employees to make practical time off arrangements.

Risks

Leadership transition with Manny Medina stepping down may cause strategic shifts.

AI Prospecting Agent's public BETA could face user adoption and technical challenges.

Partnership with Harte Hanks may lead to integration challenges affecting effectiveness.

Differentiation

Outreach leverages AI to optimize sales interactions across email, voice, and social.

The platform offers a subscription model with premium add-ons and integrations.

Outreach serves diverse B2B clients, from startups to large enterprises.

Upsides

AI-driven sales tools are projected to increase productivity by 30% by 2025.

The demand for personalized customer experiences is rising, boosting Outreach's relevance.

Remote work trends accelerate the adoption of digital sales tools like Outreach.

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