Senior Customer Success Manager (Enterprise)

Outreach is the first and only AI Sales Execution Platform built for intelligent revenue workflows. Built on the world’s largest foundation of customer interactions and go-to-market team data, Outreach’s leading revenue AI technology helps go-to-market professionals and their companies win by intelligently accelerating decision making and elevating sellers to do their best work. Our powerful platform gives revenue teams the tools they need to design, measure, and improve a revenue strategy for every stage of the customer journey, improving efficiency and effectiveness across the entire revenue cycle. Over 6,000 customers, including Zoom, McKesson, Snowflake, SAP, and Okta use Outreach to power workflows, put customers at the center of their business, improve revenue results, and win in the market.
About the TeamThe purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey - with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long term customer retention and growth.  The Customer Success team is at the core of Outreach.  We focus on driving real business impact for customers, not just supporting the technical specs of our product.  We work to connect cross-functional stakeholders from product, marketing, and even engineering with customers.  Customer Success acts as the trusted advisor to our customers, helping Sales Leaders shape their strategy and drive measurable business impact. We work strategically with customers helping them achieve their goals and then partner with our Growth Account Executives to drive renewal strategy. 
The RoleThe Senior Customer Success Manager is responsible for driving platform adoption, assessing overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. This role acts as a point of contact for customer post implementation for guidance in the customer journey. This role is responsible for driving value and adoption of the Outreach platform for specific customers. This role acts as the voice of the customer internally at Outreach, serving as a customer advocate, and influencing future product/platform needs based on customer sentiment. A successful team member will be collaborative in their approach while advocating for customer needs to improve product, positioning, and capabilities. This position communicates with both internal and external stakeholders.
Location:We are open to considering remote applicants. For individuals based in Seattle or Atlanta this will be a hybrid position (2-3 days in office each week). 

Your Daily Adventures Will Include

• 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: You know your customers, what they value, where they are in their maturity, and how to help them unlock their potential, and how those goals align to our value framework
• Guide customers on the path to success in a consistent and regular manner, including anticipating/resolving risks, strategically tapping internal resources, and maintaining precise alignment on success criteria
• Serve as a trusted advisor to your clients by being highly credible, able to engage internal and external stakeholders and align them to a shared vision.
• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
• 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 Customer Success Plans that seed the success for your accounts across your book of business, including vetting alignment on these plans with your clients
• Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from using the platform
• Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership
• Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies
• Partner with Account Executives in renewals and expansion; this includes taking a forward-looking view on upcoming renewals and enabling value driving programs early and often, while GRAE leads commercial conversations
• Perform ot