Senior Enterprise Customer Success Manager

• 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, including knowing your customers, what they value, their maturity level, and how to help them unlock their potential.
• Guide customers on the path to success consistently, including anticipating/resolving risks, tapping internal resources, and maintaining precise alignment on success criteria.
• Serve as a trusted advisor to clients by engaging internal and external stakeholders and aligning them to a shared vision.
• Apply successes, best practices, and learnings from the experiences of Outreach customers to consult with other customers.
• Tailor communications to the audience by contextualizing customer data and positioning return on investment and overall strategy.
• Champion the development and follow through on Customer Success Plans that ensure success for accounts across your book of business.
• Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from using the platform.
• Connect internal teams to maximize customer experience.
• Stay abreast of sales and revenue trends to increase credibility in the industry.
• Partner with Account Executives in renewals and expansion.
• Perform other duties as assigned.

• Bachelor’s degree in a related field, or equivalent work experience.
• At least 10 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software platform.
• Knowledge of Sales Engagement or Marketing Automation Software and how they integrate with CRMs.
• Strong strategic and critical thinking skills.
• Effective problem-solving skills.
• Ability to synthesize data from multiple sources to make a decision.
• Self-starter with a high sense of initiative.
• Effective active listening skills and understanding non-verbal cues.
• Strong emotional intelligence and empathy.
• Ability to build effective relationships.
• Ability to influence without direct authority.
• Strong communication skills, both verbal and written, with the ability to tailor communications to the audience.
• Ability to set realistic goals and drive to those outcomes.
• Ability to navigate complex networks within an organization.
• Proven experience in growing/maintaining a book of complex or strategic clients.
• Domain knowledge in sales processes, sales execution, or go-to-market strategies.

Pay range: $145K - $175K

• 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 including options for a paid night nurse and a gradual return to work
• Infertility/assisted reproductive services benefit
• Employee referral bonuses
• Snacks and beverages in the office and fun events to celebrate
• Diversity and inclusion programs promoting employee resource groups