Be an early applicantLess than 25 applicants

Company

Outreach · 8 hours ago

Senior Customer Success Manager (Enterprise)

United States

Full-time

Remote

Senior Level, Lead/Staff

$145K/yr - $205K/yr

10+ years exp

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Artificial Intelligence (AI)CRM

H1B Sponsor Likely

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Responsibilities

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 other duties as assigned

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.

Customer Success ManagementSaaS ExperienceSales Engagement SoftwareMarketing Automation SoftwareData AnalysisStrategic ThinkingBusiness AcumenSales Processes KnowledgeGo-to-Market Strategies

Required

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

At least 10 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software platform

Knowledge of Sales Engagement or Marketing Automation Software and how they integrate with CRMs

Strong strategic and critical thinking skills

Effective problem-solving 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

Effective active listening skills, including understanding non-verbal cues and tone to communicate the right message to each audience member

Strong emotional intelligence and empathy

Ability to build effective relationships

Ability to influence without direct authority

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

Proven experience in growing/maintaining a book of complex or strategic clients through driving adoption of tools and influencing customers

Domain knowledge in sales processes, sales execution, or go-to-market strategies

Benefits

Generous medical, dental, and vision coverage for full-time employees and their dependents

Flexible time off

401k to help you save for the future

Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military

A parental leave program that includes not just extended time off but options for a paid night nurse, and a gradual return to work

Infertility/ assisted reproductive services benefit

Employee referral bonuses to encourage the addition of great new people to the team

Plus, unlimited snacks and beverages in our kitchen

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

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Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (7)

2022 (27)

2021 (22)

2020 (5)