Customer Success Manager

About Outreach
Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. Outreach infuses agentic AI to power 100s of use cases across sales motions. From new logo prospecting to renewal and expansion, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Global organizations use Outreach to power their revenue teams, including SAP, Siemens, Snowflake, ZoomInfo, and Verizon to name a few. To learn more, please visit www.outreach.io.
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 Customer Success Manager is responsible for driving platform adoption, assessing the 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. 
Location: Atlanta is preferred, but open to remote within the US. This person will be supporting clients in EST.

Your Daily Adventures Will Include

• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers 
• Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams] 
• 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 Value 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 
• Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green” 
• Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership 
• Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational 
• 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 
• May 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 other duties as assigned 

Our Vision of You

• Minimum of 2 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software 
• Proven experience in growing/maintaining a book of 30-40 clients through driving adoption of tools and influencing customers 
• Domain knowledge in sales processes, sales execution, or go-to-market strategies 
• Strong strategic and critical thinking skills 
• Effective problem-solving skills 
• Effective time management and prioritization skills 
• Ability to synthesize data from multiple sources to make a decision 
• Self-starter/high sense of initiative 
• Effective active listening skills, with a desire to seek to understand 
• Strong emotional intelligence and empathy 
• Ability to build effective relationships 
• Strong communication skills, both verbal and written, with the ability