Senior Enterprise Customer Success Manager

About Outreach Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.  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 Senior Enterprise 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. This role is responsible for driving value and adoption of the Outreach platform for specific customers. This role acts as the voice of the customer internally at Outreach, serving as a customer advocate, and influencing future product/platform needs based on customer sentiment. A successful team member will be collaborative in their approach while advocating for customer needs to improve product, positioning, and capabilities. This position communicates with both internal and external stakeholders.   Location We are considering remote applicants located and based in the PST time zone. Your Daily Adventures Will Include

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: You 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

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 your 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 to ensure satisfaction, engagement, and value from using the platform

Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership

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

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

At least 10 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software platform

Knowledge of Sales Engagement or Marketing Automation Software and how they integrate with CRMs

Strong strategic and critical thinking skills

Effective problem-solving 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

Effective active listening skills, including understanding non-verbal cues and tone to communicate the right message to each audience member

Strong emotional intelligence and empathy

Ability to build effective relationships

Ability to influence without direct authority

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

Proven experience in growing/maintaining a book of complex or strategic clients through driving adoption of tools and influencing customers

Domain knowledge in sales processes, sales execution, or go-to-market strategies