RVP Customer Success- Scale (Bilingual)

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.
About the TeamOne of the largest teams at Outreach, Customer Success is the trusted advisor helping Sales Leaders shape their strategy and drive measurable business impact.   We are the experts on our product, the Sales Execution industry, and contextualize together how it delivers value for our customers. A successful team member will be collaborative in their approach, balancing the need for scale with the voice of the customer.
The RoleAs the RVP Customer Success - Scale, you will spearhead development of digital and scale strategies across Customer Success.  Reporting to the SVP of Customer Success & Professional Services, this is a pivotal role that requires the ability to lead teams, rapidly build and design success programs, oversee content for Customer Success, expand CS motions into digital journeys, and continually iterate. In collaboration with Sales, Marketing and the post-sales organization you will help our team deliver a seamless customer journey, build best practices and help a fast growing company deliver against customer promises.
We are the experts on our product, the Sales Execution industry, and contextualize together how it delivers value for our customers. A successful team member will be collaborative in their approach, balancing the need for scale with the voice of the customer.
You’ll also dig deep into the analytics working with our analyst team to identify the largest areas of impact.  Measuring and monitoring the success of our programs and their achievement of leading and lagging indicators. 
LocationThis is hybrid role with 3+ days based out of our Atlanta office.

Your Daily Adventures Will Include

• Lead several teams within Scale including Pooled CS coverage, a Consulting/risk mitigation team, Digital & Scale teams, Instructional Design, and CX Enablement
• Design an industry-leading Scale function within the broader Customer Success Organization at Outreach, founded on best practices, data driven decisions, and customer outcomes
• Build Scale programs that help Customer Success positively impact the customer experience without being resource-constrained
• Deliver mechanisms to ensure customer health and value, resulting in strong retention and expansion numbers
• Manage the oversight of ongoing Customer Success processes and digital programs, such as lifecycle management, operating rhythms, CS campaigns and webinars
• Execute the documentation of Customer Success processes and own iteration as processes evolve
• Oversee the Content function for the Scale Program, including collaborating with other content owners, in marketing, product and customer experience, to ensure alignment and consistency
• Participate in Content COE programs as part of GTM customer journey alignment initiatives
• Design and maintain digital customer communication efforts, in partnership with Customer Marketing and other teams
• Collaborate with the Customer Success leadership team to drive the development of quarterly roadmap and prioritization planning
• Establish change implementation cadences for process & content, and run the business change requests
• Understand key business metrics and align with Customer Success leadership regarding trends and forecasting
• Develop impact-driving digital engagement strategies in partnership with stakeholders across Customer Success, Marketing, PS, Sales, Product Management and Support
• Partner with Insights & Analytics to identify digital program impacts and opportunities, and to implement appropriate content and process updates for optimal outcomes
• Partner with Enablement to support ongoing training and tool development to support Scale programs and to drive internal adoption
• Work with the Customer Success PMO team to launch new programs & initiatives, ensuring a seamless transition to the Scale Programs team once deployed, and then sustain programs over time
• Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team
• Scale internal Outreach best practices to increase revenue and maintain operational excellence
• Support technologies that power CS Scale
• Serve as the liaison for the line of business and other shared service processes and teams

Our Vision of