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Customer Success Consultant



Customer Service, Sales & Business Development
Mexico City, Mexico
Posted on Wednesday, November 22, 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.
About the Team
The 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 Role
The primary purpose of the Customer Success Consultant is to provide proactive outbound engagements to our customers to help drive product adoption and success. This role conducts one to many sessions (webinars, user groups, etc) for customer populations such as the platform strategy owners, system administrators, or sales leaders. This role also provides guidance, communication strategies, and playbooks for our customers as they continue to use Outreach. This role communicates with both internal and external resources.
Please apply with a resume in English.
Location: This role is hybrid in Mexico City. We require min 3 days a week in the office.

Your Daily Adventures Will Include

  • Deliver one to many workshops, webinars, or user groups to encourage customer adoption and usage of the Outreach platform
  • Develop and track effectiveness success of one to many engagements to inform future customer success strategy
  • Proactively monitor customer health to identify customers who may be at risk for churn or contraction
  • Partner with AEs, Renewals desk, and Customer Development Strategists to mitigate risk of customer churn or contraction
  • Partner with Technical Support when necessary to ensure customer questions and needs are met
  • Promote and drive customers to self-service options
  • Perform other duties as assigned

Our Vision Of You

  • Bachelor’s degree in a related field, or the equivalent in work experience
  • At least 3 years of professional experience in a customer-facing role
  • At least 3 years of experience in a customer success role
  • Demonstrated knowledge and understanding of customer health, value, and retention metrics
  • Strong problem solving skills
  • Effective communication skills, both written and verbal, with the ability to tailor messaging for the audience
  • Effective and strong presentation skills, especially in a one to many forum, both virtual and in person
  • Strong expectation management skills
  • Previous experience working in a SaaS environment, preferred
  • Previous experience in a sales development role, preferred
  • Fluency in English is required & please apply with a resume in English