Vice President of Global Accounts

Summary

Join Outreach as the Vice President of Global Accounts and lead the growth of our global account executive program. You will be responsible for driving sales, increasing revenue, reducing churn, managing the post-sale customer lifecycle, and ensuring client success. This role involves overseeing a global team, collaborating with cross-functional departments, and developing scalable customer retention and expansion strategies. You will create and execute strategies to improve account retention, expand relationships, and drive revenue growth. The position requires strong leadership, communication, and collaboration skills, along with experience in global sales and account management within a SaaS environment. This is a remote position open to candidates within the US.

Requirements

• 10+ years of experience in global sales, account management, customer success, or related leadership roles, with a track record of managing enterprise accounts in a SaaS environment
• Demonstrated experience leading and scaling global teams, driving performance in a fast-paced, high-growth tech company
• Expertise in customer retention, expansion, and advocacy strategies, with a strong understanding of the software sales lifecycle and post-sales processes
• Proven ability to collaborate with cross-functional teams and influence stakeholders at all levels
• Strong leadership, communication, and interpersonal skills, with a high level of emotional intelligence
• Data-driven decision-maker with experience using CRM systems (e.g., Salesforce) and customer success tools to drive insights and results

Responsibilities

• Develop and implement the global account strategy to increase customer satisfaction, product adoption, and revenue growth through account expansion
• Collaborate closely with leadership in sales, marketing, and product management to ensure cohesive strategies for customer retention and upsell
• Establish frameworks and KPIs to measure and drive customer success, satisfaction, and product adoption across diverse markets
• Serve as a strategic partner to clients, acting as the executive sponsor to key global accounts, ensuring strong relationships at the C-level
• Lead, mentor, and manage a high-performing global team of account management professionals, fostering a customer-first, results-oriented culture
• Create programs to attract, retain, and develop top talent across multiple regions
• Implement best-in-class training and development programs for the account management team, ensuring consistent delivery of customer success strategies
• Develop and execute strategies to improve account retention, expand relationships, and drive revenue growth within existing customer accounts
• Monitor account health metrics and ensure that the team proactively addresses issues to mitigate churn and optimize renewals
• Lead initiatives to increase product adoption and engagement, driving high-value upsell and cross-sell opportunities within the global customer base
• Build scalable processes, workflows, and best practices for global account management operations
• Implement tools, analytics, and CRM systems (e.g., Salesforce) to drive efficiency and track performance metrics effectively
• Continuously gather and analyze customer feedback and market trends to influence Outreach's product development roadmap and engagement strategies
• Partner closely with Sales, Customer Success, Marketing, and Product teams to ensure smooth client onboarding, alignment on value delivery, and consistent customer engagement
• Work with Product and Engineering teams to influence product enhancements and improvements based on client feedback and needs
• Develop and manage account management budgets, ensuring the financial efficiency of operations while meeting revenue targets
• Drive forecasting and report on key metrics to C-suite executives and board members, including revenue growth, churn rate, and customer health scores

Preferred Qualifications

• MBA or other relevant advanced degree
• Previous experience working in B2B SaaS, especially in sales engagement or marketing technologies
• Experience managing customer success and account management for a company with a global footprint, including in North America, EMEA, and APAC regions

Benefits

• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
• A parental leave program that includes not just extended time off but 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
• Plus, unlimited snacks and beverages in our kitchen
• Incentive compensation
• Restricted stock units