Senior Customer Success Manager

1 month, 2 weeks ago
Full-time
Senior
Customer and Technical Support
Outreach

Outreach

Outreach offers an AI-powered revenue workflow platform designed to enhance the productivity of sales, marketing, RevOps, and go-to-market teams by automating processes that help in efficiently managing accounts, forecasting, and closing deals.

Internet Software & Services
1K-5K
Founded 2014
$489M raised

Description

  • Own a portfolio of customers and ensure they achieve measurable business outcomes.
  • Drive adoption of core platform capabilities, with a focus on AI-powered features and credit consumption.
  • Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact.
  • Educate customers on AI capabilities such as automation, predictive insights, and personalization.
  • Define and prioritize AI use cases and build a sequenced roadmap for adoption.
  • Lead change management and enablement sessions for sellers and revenue leaders.
  • Monitor customer health scores, usage trends, and engagement signals to identify action areas.
  • Own renewal strategy and mitigate churn and contraction risk.
  • Identify and drive expansion opportunities tied to AI value.
  • Represent the voice of the customer to Product and Marketing and partner with Professional Services on onboarding and implementations.

Requirements

  • 5+ years of experience in Customer Success, Account Management, GTM/RevOps, Consulting, or a sales-process/technology advisory role.
  • Experience at a SaaS company with complex, multi-product, AI-enabled offerings is preferred.
  • Demonstrated experience driving software or platform adoption and leading change management.
  • Strong executive presence with the ability to influence VP- and C-level stakeholders.
  • Comfort working with AI/agent-based products and translating technical capability into business outcomes.
  • Experience managing enterprise customer relationships.
  • Strong analytical mindset with the ability to interpret data and translate it into action.
  • Proven track record of driving renewals, expansion, and customer outcomes.
  • Experience working with AI/ML-powered products or automation tools is preferred.
  • Familiarity with predictive analytics, generative AI, workflow automation, and GTM workflows is preferred.
  • Working knowledge of prompt creation and tools like Claude or Gemini is preferred.
  • Experience using platforms like Salesforce, Gainsight, or Outreach is preferred.

Benefits

  • Flexible time off.
  • 401(k) retirement savings plan.
  • Generous medical, dental, and vision coverage for full-time employees and dependents.
  • Parental leave program with a paid night nurse option and gradual return to work.
  • Infertility and assisted reproductive services benefit.
  • Employee referral bonuses.
  • Snacks and beverages in the office, plus team events.
  • Diversity and inclusion programs and employee resource groups.

Interested in this position?

Apply directly on the company website

Apply Now

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