Senior Enterprise Customer Success Manager

• Analyze data from multiple sources to make recommendations and influence customer behavior.
• Understand the relationship between objectives/goals and customer needs.
• Know and understand your book of business deeply.
• Guide customers in a consistent and regular manner, resolving risks and aligning on success criteria.
• Serve as a trusted advisor, engaging internal and external stakeholders.
• Apply successes and best practices from other Outreach customers to current clients.
• Tailor communications to the audience and contextualize customer data.
• Champion the development and follow through on Customer Success Plans.
• Complete activities to ensure customer satisfaction, engagement, and value from the platform.
• Connect internal teams to maximize the customer experience.
• Stay abreast of sales and revenue trends in the industry.
• Partner with Account Executives on renewals and expansions.
• Perform other duties as assigned.

• Bachelor’s degree in a related field, or equivalent work experience.
• At least 10 years of experience in CSM, Account Management, or related roles in SaaS.
• Knowledge of Sales Engagement or Marketing Automation Software and CRM integration.
• Strong strategic and critical thinking skills.
• Effective problem-solving and data synthesis skills.
• Strong emotional intelligence and empathy.
• Strong communication skills, verbal and written.
• Proven experience in growing or maintaining complex client accounts.
• Domain knowledge in sales processes, sales execution, or go-to-market strategies.

Pay range: $145K - $175K

• Flexible time off
• 401k to help save for the future
• Generous medical, dental, and vision coverage for full-time employees and their 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