Outreach is hiring a
Senior Manager

Summary

Join our Customer Success team as a Senior Manager to lead and manage a team of Customer Success Managers, driving customer adoption and success by delivering value to customers.

Requirements

• 10+ years of experience in customer success and/or account management
• 7+ years as a manager with multiple direct reports
• Experience working with both a high volume and complex customer profiles
• Experience building trust and developing customer relationships
• Experience leading a cohesive and collaborative team focused on driving customer outcomes
• Experience in developing partnerships with key executives at large customers in a vendor capacity
• Experience in sales strategy, with the ability to work with customers to affect change within their organizations
• Experience in enterprise SaaS applications that support a large scale business process
• Proven track record in setting and measuring team KPIs and driving to results
• History of improving processes, methodologies, programs or frameworks that improved team performance
• Ability to maintain a positive attitude, especially in escalated circumstances
• Proven ability to influence and persuade others in complex situations while preserving relationships
• Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
• Demonstrates excellent written and verbal communication skills

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

• Annual base salary
• Variable component, ranging between $185,000 - $255,000 OTE
• Incentive compensation
• Restricted stock units