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Customer Success Manager

extra holidays - extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor’s degree or equivalent experience, Minimum 5 years in CSM or Account Management, Experience managing 40-50 clients, Knowledge of sales processes and strategies, Strong strategic, critical, and analytical thinking skills.

Key responsabilities:

Drive platform adoption and customer engagement
Partner with key stakeholders to achieve goals
Tailor communications using customer data
Identify risks and provide mitigation strategies
Connect internal teams for enhanced customer experience

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

1001 - 5000 Employees

See more Outreach offers

Job description

About the Team

The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey - with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long term customer retention and growth. The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. Customer Success acts as the trusted advisor to our customers, helping Sales Leaders shape their strategy and drive measurable business impact. We work strategically with customers helping them achieve their goals and then partner with our Growth Account Executives to drive renewal strategy.

The Role

The Customer Success Manager is responsible for driving platform adoption, assessing overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. This role acts as a point of contact for customer post implementation for guidance in the customer journey.

Location

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

Your Daily Adventures Will Include

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

Our Vision of You

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 40-50 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

Compensation for this role is comprised of an annual base salary and a variable component, ranging between $103,500 - $126,000 OTE (On an 80/20 split). 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.