Customer Success Manager

• Apply successes, best practices, and learnings from the experiences of Outreach customers to consulting with other customers.
• Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary, ranging from product adoption, prioritization, or technical issues.
• 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 for accounts across the book of business, including vetting alignment with clients.
• Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from the platform.
• Identify risks or barriers to client health, and provide targeted mitigation strategies to improve client outcomes.
• Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership.
• Prioritize multiple projects, managing several internal and external stakeholders with varying priorities.
• Stay abreast of sales and revenue trends to increase industry credibility.
• Partner with Account Executives in renewals and expansion, enabling value driving programs while GRAE leads commercial conversations.

• Bachelor’s degree in a related field, or equivalent work experience.
• Minimum of 5 years of Customer Success Management, Account Management, or related experience in SaaS.
• Proven experience in growing/maintaining a book of 20-40 clients through driving adoption of tools.
• 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 decisions.
• Self-starter with a high sense of initiative.
• Effective active listening skills.
• Strong emotional intelligence and empathy.
• Ability to build effective relationships.
• Strong communication skills, both verbal and written.
• Ability to set realistic goals and drive to outcomes.
• Ability to navigate complex networks within an organization and strong business acumen.

Pay range: $115K - $140K

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Parental leave program with options for a paid night nurse and gradual return to work
• Infertility/assisted reproductive services benefit
• Employee referral bonuses
• Snacks and beverages in the Office, along with fun events
• Diversity and inclusion programs that promote various employee resource groups