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Senior Manager, Customer Success

EXTRA HOLIDAYS - EXTRA PARENTAL LEAVE - FULLY FLEXIBLE

Remote:

Full Remote

Contract:

Full time

Salary:

185 - 255K yearly

Experience:

Expert & Leadership (>10 years)

Work from:

Georgia (USA), Washington (USA), United States

Offer summary

Qualifications:

10+ years in customer success/account management, 7+ years of management experience, Experience with complex customer profiles, Proven self-starter with positive attitude, Excellent communication skills.

Key responsabilities:

Lead and manage a team of CSMs
Drive customer adoption and engagement strategies
Collaborate cross-functionally across departments
Analyze key performance indicators and report metrics
Provide coaching and mentoring to the team

Outreach Large https://www.outreach.io/

1001 - 5000 Employees

See more Outreach offers

Job description

Your missions

About The Team

The Customer Success team is key in driving value and adoption for our customers. We focus on driving real business impact for customers, not just supporting the technical specs of our product. CSMs are expected to coach customers to optimize their sales strategy to take advantage of best practices. The ownership is tangible on this team - our customers' pain is our pain and their win is our win. We focus on bringing value to our customers, helping increase platform adoption, and driving success in their sales organizations through Outreach.

The Role

As the Senior Manager, Customer Success you will lead and manage a team of Customer Success Managers (CSMs) who are focused on driving customer adoption and success by delivering value to our customers. This is a demanding role that relies on a mindset of customer-obsessed advocacy and a focus on inspiring teamwork. We expect you to lead by example and empower your team to deliver phenomenal customer results. This is a "working manager" position, meaning, you will help to recruit and mentor team members, assist with solutions to everyday customer success needs, and lead customer engagement efforts. In addition, you will collaborate with other managers and functional areas, especially our go-to-market teams, to ensure that we are providing outstanding value to our customers.

Location

We are open to considering remote applicants. For individuals based in Seattle, Atlanta or NYC this will be a hybrid position (2-3 days in office each week).

Your Daily Adventures Will Include

Relentlessly drive to understand your team’s customers and their problems – and spot trends and develop insights to share with the broader Outreach team

Coach and direct CSMs to understand their customer’s business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals

Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value

Serve as a point of escalation for customer issues, and work directly with customers, CSMs and support to ensure resolutions are met

Meet with key leaders at our customers to help drive value, retention and expansion

Analyze key performance indicators, leveraging tools such as SalesForce, Outreach and Tableau, to gauge business health on a daily, weekly and monthly basis

Report out on customer health metrics to GTM Leadership to proactively identify at-risk customers and provide mitigation strategies as needed

Forecast the risk and retention of your team’s business and deliver results against monthly, quarterly, and annual objectives

Provide active coaching, development, and feedback to CSMs utilizing KPIs derived from dashboards and reports

Provide active coaching and prep for CSMs in live call and onsite meeting environments

Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team

Collaborate cross-functionally with Sales, Services, Support, Product, Marketing, and Engineering to better support customers

Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team

Perform other duties as assigned

Our Vision of You

10+ years of experience in customer success and/or account management

7+ years as a manager with multiple direct reports

Experience working with both a high volume and complex customer profiles

Experience building trust and developing customer relationships

Experience leading a cohesive and collaborative team focused on driving customer outcomes

Experience in developing partnerships with key executives at large customers in a vendor capacity

Experience in sales strategy, with the ability to work with customers to affect change within their organizations

Experience in enterprise SaaS applications that support a large scale business process

Proven track record in setting and measuring team KPIs and driving to results

History of improving processes, methodologies, programs or frameworks that improved team performance

Ability to maintain a positive attitude, especially in escalated circumstances

Proven ability to influence and persuade others in complex situations while preserving relationships

Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance

Demonstrates excellent written and verbal communication skills

Preferred Qualifications

Knowledge of sales processes such as lead generation, pipeline management and KPIs

Proficient in coaching others in sales process best practices

Proficient in techniques used to learn a customer’s business strategy, process, and solutions

Experience leading a team which has owned responsibilities in influencing business transformation with their customers

Compensation for this role is comprised of an annual base salary and a variable component, ranging between $185,000 - $255,000 OTE. You may also be offered incentive compensation, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.