Senior Enterprise Customer Success Manager

Senior Enterprise Customer Success Manager

Seattle, WA

Customer Success Customer Success Managers

Full-Time / Remote

About Outreach

Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team.

About the Team

The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long term customer retention and growth.

The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. Customer Success acts as the trusted advisor to our customers, helping Sales Leaders shape their strategy and drive measurable business impact. We work strategically with customers helping them achieve their goals and then partner with our Growth Account Executives to drive renewal strategy.

The Role

The Senior Enterprise Customer Success Manager is responsible for driving platform adoption, assessing overall health of a customer's engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. This role acts as a point of contact for customer post implementation for guidance in the customer journey. This role is responsible for driving value and adoption of the Outreach platform for specific customers. This role acts as the voice of the customer internally at Outreach, serving as a customer advocate, and influencing future product / platform needs based on customer sentiment. A successful team member will be collaborative in their approach while advocating for customer needs to improve product, positioning, and capabilities. This position communicates with both internal and external stakeholders.

Location

We are considering remote applicants located and based in the PST time zone.

Your Daily Adventures Will Include

• Analyze data from multiple sources to make recommendations, using knowledge, experience, and judgment to effectively guide and influence customer behavior.
• Understand the relationship between objectives / goals and activities to respond effectively to what your customer needs versus what your customer asks.
• Know and understand your book of business deeply : You know your customers, what they value, where they are in their maturity, and how to help them unlock their potential, and how those goals align to our value framework
• Guide customers on the path to success in a consistent and regular manner, including anticipating / resolving risks, strategically tapping internal resources, and maintaining precise alignment on success criteria
• Serve as a trusted advisor to your clients by being highly credible, able to engage internal and external stakeholders and align them to a shared vision.
• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
• 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 Customer Success 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
• Connect internal teams to maximize the customer experience Product, Professional Services, Support, Sales, Marketing, and Leadership
• 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
• 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

Our Vision of You

$145,000 - $175,000 a year

Compensation for this role is comprised of an annual base salary and a variable component, ranging between $145,000 - $175,000 OTE. You may also be offered incentive compensation, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, location and experience. Final offers are determined through a holistic assessment and will vary within the posted range. Your recruiter will share specific details based on your location and role during the hiring process.

Why You'll Love It Here

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

Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.