Director, Customer Success

Summary

Join Outreach's Customer Success team as the Director, Customer Success! Lead and manage a team of Customer Success Managers (CSMs), driving customer adoption and success. This is a hybrid role (2-3 days in office) based in Atlanta, GA, or remote within the EST timezone. You will coach CSMs, resolve customer issues, analyze KPIs, report on customer health, and forecast business risk. Collaborate cross-functionally to enhance customer support and contribute to the team's growth. Compensation includes a base salary and variable component, ranging from $198,000 to $265,000 OTE, plus potential incentives and benefits.

Requirements

Lead and manage a team of Customer Success Managers (CSMs)

Responsibilities

• 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

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

Benefits

• Compensation for this role is comprised of an annual base salary and a variable component, ranging between $198,000 - $265,000 OTE (On an 80/20 split)
• Incentive compensation
• Restricted stock units
• Benefits