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Sr. Manager, Enterprise Customer Success



Customer Service, Sales & Business Development
Seattle, WA, USA
Posted on Tuesday, April 4, 2023
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.
The Role
As the Senior Manager of Customer Success, Enterprise Accounts you will lead and manage a team of experienced Customer Success Managers (CSMs) who are focused on driving customer success by delivering value to our customers. This is a demanding role that relies on a mindset of customer-obsessed advocacy and a focus on inspiring teamwork. We expect you to lead by example and empower your team to deliver phenomenal customer results. This is a "working manager" position, meaning, you will help to recruit and mentor team members, assist with solutions to everyday customer success needs, and lead customer engagement efforts. In addition, you will collaborate with other managers and functional areas to ensure that we are providing outstanding value to our customers.
About The Team
When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” 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. CSMs are expected to coach customers to optimize their sales strategy to take advantage of best practices. We work to connect cross-functional stakeholders from product, marketing, and engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win. We focus on bringing value to our customers, helping increase platform adoption, and driving success in their sales organizations through Outreach.

Job Responsibilities

  • Relentlessly drive to understand your team’s customers and their problems – and spot trends and develop insights to share with the broader Outreach team
  • Coach and direct Enterprise CSMs to understand business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals
  • Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value
  • Serve as a point of escalation for customer issues, and work directly with customers, CSMs and support to ensure resolutions are met
  • Meet with key leaders at our customers to help drive value, retention and expansion
  • Analyze key performance indicators, leveraging tools such as SalesForce.com, Outreach and Tableau, to gauge business health on a daily, weekly and monthly basis
  • Report out on customer health metrics to your RVP to proactively identify at-risk customers and provide mitigation strategies as needed
  • Forecast the risk and retention of your team’s business and deliver results against monthly, quarterly, and annual objectives
  • Provide active coaching, development, and feedback to CSMs utilizing hard metrics derived from dashboards and reports
  • Provide active coaching and prep for CSMs in live call and onsite meeting environments
  • Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team
  • Collaborate cross-functionally with Sales, Services, Support, Product, Marketing, and Engineering to better support customers
  • Assist with and inform on staff compensation, hiring, and promotions
  • Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team
  • Perform other duties as assigned

Basic Qualifications

  • 10+ years of experience in customer success and/or account management
  • 7+ years as a manager with seasoned direct reports
  • Experience working with large, complex enterprise and strategic accounts
  • Experience building trust and developing customer relationships
  • Experience leading a cohesive and collaborative team focused on driving customer outcomes
  • Experience in developing partnerships with key executives at large customers in a vendor capacity
  • Experience in sales strategy, with the ability to work with customers to affect change within their organizations
  • Experience in enterprise SaaS applications that support a large scale business process
  • Proven track record in setting and measuring team KPIs and driving to results
  • History of improving processes, methodologies, programs or frameworks that improved team performance
  • Ability to maintain a positive attitude, especially in escalated circumstances
  • Proven ability to influence and persuade others in complex situations while preserving relationships
  • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Demonstrates excellent written and verbal communication skills

Preferred Qualifications

  • Knowledge of sales processes such as lead generation, pipeline management and KPIs
  • Proficient in coaching others in sales process best practicesProficient in techniques used to learn a customer’s business strategy, process, and solutions
  • Experience leading a team which has owned responsibilities in influencing business transformation with their customers
Compensation for this role is comprised of a base salary and a variable component, ranging between $140,000 - $245,000. You may also be offered incentive compensation, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• A parental leave program that includes not just extended time off but options for a paid night nurse, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status