Customer Success Manager

Outreach • Full-time • Remote • 2w ago

Apply successes, best practices, and learnings from Outreach customers to consult with other customers.
Partner with and influence key stakeholders on achieving customer goals, such as product adoption and prioritization.
Tailor communications by contextualizing customer data and positioning return on investment.
Champion the development and follow through on Value Plans for accounts.
Complete activities to ensure customer satisfaction, engagement, and value from using the platform.
Identify risks or barriers to client health and provide targeted mitigation strategies.
Connect internal teams to maximize customer experience.
Prioritize multiple projects, managing various internal and external stakeholders.
Stay updated on sales and revenue trends to increase industry credibility.
Partner with Account Executives in renewals and expansion.
Perform other duties as assigned.

Minimum of 2 years of CSM, Account Management, or related experience in SaaS.
Proven experience growing/maintaining a book of 30-40 clients through tool adoption and customer influence.
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 decisions.
Self-starter with a high sense of initiative.
Effective active listening skills.
Strong emotional intelligence and empathy.
Ability to build effective relationships.
Strong communication skills, both verbal and written.
Ability to set realistic goals and drive outcomes.
Ability to navigate complex networks within an organization.
Bachelor’s degree in a related field, or equivalent work experience.

Pay range: $81K - $117K

Flexible time off.
401k to help save for the future.
Generous medical, dental, and vision coverage for full-time employees and dependents.
Parental leave program including options for a paid night nurse, and gradual return to work.
Infertility/assisted reproductive services benefit.
Employee referral bonuses.
Snacks and beverages in the office with fun events to celebrate.
Diversity and inclusion programs promoting employee resource groups.