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Enterprise Customer Success Manager



Customer Service, Sales & Business Development
Atlanta, GA, USA
Posted on Wednesday, June 26, 2024
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 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.
The Role
The Customer Success Manager is responsible for driving platform adoption, assessing 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.
This role is based in Atlanta as a hybrid position (3 days in office each week). We are also open to considering remote applicants based outside this location.
Your Daily Adventures Will Include

Success Planning, Adoption & Consumption

  • 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 & Enablement

  • Training and enabling customers to better incorporate the platform into their workflows
  • Ensure customers are aware of, and educated on, new features and releases

Driving Outcomes & Value Realization

  • 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

Thought Leadership & Best Practice

  • 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

Our Vision of You

  • 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
Compensation for this role is comprised of an annual base salary and a variable component, ranging between $103,500 - $148,500 OTE. 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.