Customer Success Manager

• Apply successes, best practices, and learnings from Outreach customers to consult with other customers.
• Partner with and influence key stakeholders on achieving customer goals, such as product adoption and prioritization.
• Tailor communications by contextualizing customer data and positioning return on investment.
• Champion the development and follow through on Value Plans for accounts.
• Complete activities to ensure customer satisfaction, engagement, and value from using the platform.
• Identify risks or barriers to client health and provide targeted mitigation strategies.
• Connect internal teams to maximize customer experience.
• Prioritize multiple projects, managing various internal and external stakeholders.
• Stay updated on sales and revenue trends to increase industry credibility.
• Partner with Account Executives in renewals and expansion.
• Perform other duties as assigned.

• Minimum of 2 years of CSM, Account Management, or related experience in SaaS.
• Proven experience growing/maintaining a book of 30-40 clients through tool adoption and customer influence.
• 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 outcomes.
• Ability to navigate complex networks within an organization.
• Bachelor’s degree in a related field, or equivalent work experience.

Pay range: $81K - $117K

• Flexible time off.
• 401k to help save for the future.
• Generous medical, dental, and vision coverage for full-time employees and dependents.
• Parental leave program including 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 with fun events to celebrate.
• Diversity and inclusion programs promoting employee resource groups.