Customer Success Manager

Summary

Join Outreach's Customer Success team as a Customer Success Manager and drive platform adoption, assess customer engagement, and provide strategic guidance. Partner with key stakeholders to achieve customer goals, tailor communications, and champion value plans. Identify and mitigate risks, connect internal teams, and prioritize multiple projects. Stay updated on sales trends and potentially partner with Account Executives in renewals and expansions. This role requires a minimum of 2 years of CSM or related experience in SaaS, proven experience managing a book of clients, and strong strategic and communication skills. The position offers a competitive salary, benefits, and a remote work option within the US.

Requirements

• Minimum of 2 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 30-40 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
• Bachelor’s degree in a related field, or the equivalent in work experience

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; 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

Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military