Remote Customer Success Manager

Summary

Join our Customer Success team at Outreach to drive customer adoption, health, and retention through strategic guidance and partnership with cross-functional stakeholders. As a Customer Success Manager, you will work closely with customers to understand their goals and develop tailored strategies for success.

Requirements

• 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

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