Senior 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.
• 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 that seed the success for accounts across your book of business.
• Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value.
• Identify risks or barriers to client health, and provide targeted mitigation strategies.
• Connect internal teams to maximize the customer experience.
• Prioritize multiple projects managing several internal/external stakeholders.
• Stay abreast of sales and revenue trends to increase credibility in the industry.
• May partner with Account Executives in renewals and expansion.
• Perform other duties as assigned.

• Minimum of 5 years of CSM, Account Management, or related experience in SaaS.
• Proven experience in growing/maintaining a book of 20-40 clients.
• Domain knowledge in sales processes, sales execution, or go-to-market strategies.
• Strong strategic and critical thinking skills.
• Effective problem-solving and time management skills.
• Ability to synthesize data from multiple sources to make a decision.
• Self-starter/high sense of initiative.
• Effective active listening skills, with a desire to seek to understand.
• 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 those outcomes.
• Ability to navigate complex networks within an organization/Strong business acumen.

Pay range: $115K - $156K

• Flexible time off
• 401k savings plan
• Generous medical, dental, and vision coverage for employees and dependents
• Parental leave program with options for paid night nurse and gradual return to work
• Infertility/assisted reproductive services benefit
• Employee referral bonuses
• Snacks and beverages in the office
• Diversity and inclusion programs promoting employee resource groups