200+ applicants

Company

Original Job Post

Outreach · 4 days ago

Enterprise Customer Success Manager

Atlanta, GA

Full-time

Onsite

Senior Level

$104K/yr - $148K/yr

5+ years exp

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Artificial Intelligence (AI)CRM

H1B Sponsorship

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Responsibilities

Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and Outreach side

Lead and plan regular cadence of meetings with Customers while developing onsite cadence with customers for strategic workshops, business reviews and customer networking

Driving and analyzing consumption patterns to provide proactive insights and guidance, and recommend specific solutions to help customers achieve desired outcomes.

Training and enabling customers to better incorporate the platform into their workflows

Ensure customers are aware of, and educated on, new features and releases

Identifying, driving and measuring customer’s Desired Business Outcomes (DBOs)

Proactive risk identification and mitigation through use of consumption metrics and trends, in addition to monitoring Outreach application to customer workflows

Provide Voice of Customer back to Marketing, Sales and Product to inform product enhancements and ongoing improvement of platform and services

Identify CSQLs to support account growth and expansion

Tailor communications to the audience by contextualizing customer data and positioning ROI on the overall strategy

Champion the development and follow through of joint success plans

Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green”

Manage customer health escalations and track technical escalations to prioritize customer issues and mitigate risks. Facilitate AE alignment to ensure issues are communicated and escalated appropriately

Responsible for driving the strategy and execution of the customer’s journey with Outreach

Sharing best practice, thought leadership and bench-marking with customers, that aligns to their Desired Business Outcomes (DBOs)

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, and researching case studies

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CSMAccount ManagementSaaSSales processesSales executionGo-to-market strategiesData synthesisProblem-solvingStrategic thinkingTime managementPrioritizationActive listeningEmotional intelligenceEmpathyRelationship buildingCommunication skillsGoal settingNetwork navigationBusiness acumen

Required

Bachelor’s degree in a related field, or the equivalent in work experience

Minimum of 5 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with complex software

Proven experience in growing and maintaining a book of 15-25 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 understand our customer’s business

Strong emotional intelligence and empathy

Ability to build effective relationships

Strong communication skills, both verbal and written, with the ability to tailor communications to the audience as appropriate

Ability to set realistic goals and drive to those outcomes

Ability to navigate complex networks within an organization

Strong business acumen

Benefits

Incentive compensation

Restricted stock units

Benefits

Company

Outreach

Glassdoor

2.9

Outreach is a sales engagement platform that uses AI for predictive analytics as it relates to sales.

Founded in 2014

Seattle, Washington, USA

1,001-5,000 employees

https://www.outreach.io

H1B Sponsorship

Outreach has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (7)

2022 (27)

2021 (22)

2020 (5)