Senior Enterprise Customer Success Manager at Outreach

Seattle, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Analyze data from multiple sources to make recommendations, using knowledge, experience, and judgment to effectively guide and influence customer behavior
Understand the relationship between objectives/goals and activities to respond effectively to what your customer needs versus what your customer asks
Know and understand your book of business deeply: know your customers, what they value, where they are in their maturity, and how to help them unlock their potential, and how those goals align to our value framework
Be based in the PST time zone (remote applicants considered)

Responsibilities

Drive platform adoption, assess overall health of a customer’s engagement with Outreach, and provide strategic insight and guidance to customers aligned with their goals
Act as a point of contact for customer post-implementation for guidance in the customer journey
Drive value and adoption of the Outreach platform for specific customers
Act as the voice of the customer internally at Outreach, serving as a customer advocate, and influencing future product/platform needs based on customer sentiment
Collaborate in approach while advocating for customer needs to improve product, positioning, and capabilities
Communicate with both internal and external stakeholders
Guide customers on the path to success in a consistent and regular manner, including anticipating/resolving risks, strategically tapping internal resources, and maintaining precise alignment on success criteria
Serve as a trusted advisor to clients by being highly credible, able to engage internal and external stakeholders and align them to a shared vision
Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
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 Customer Success 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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementPlatform AdoptionCustomer HealthStrategic GuidanceRenewal StrategySales StrategyCross-functional CollaborationProduct AdoptionCustomer Retention

Questions & Answers

Common questions about this position

Is this role remote-friendly?

Yes, the company is considering remote applicants who are located and based in the PST time zone.

What are the key responsibilities of the Senior Enterprise Customer Success Manager?

The role involves driving platform adoption, assessing customer health and engagement, providing strategic guidance, acting as the voice of the customer internally, and influencing product improvements.

What is the focus of the Customer Success team at Outreach?

The team guides customers through their Outreach journey by removing barriers to adoption, driving business impact, connecting cross-functional stakeholders, and acting as trusted advisors to help achieve goals and drive renewals.

What skills are needed to succeed in this role?

Success requires the ability to analyze data from multiple sources to make recommendations, understand customer objectives and needs, and deeply know your book of business including customer values and journey stages.

What makes a strong candidate for this position?

A collaborative team member who advocates for customer needs, influences product improvements, and works strategically with customers and internal teams like Growth Account Executives to drive adoption, value, and renewals.

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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