Senior Manager, Customer Success

About The Team 

The Customer Success team is key in driving value and adoption for our customers. 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. 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. 

The Role 

As the Senior Manager, Customer Success you will lead and manage a team of Customer Success Managers (CSMs) who are focused on driving customer adoption and 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, especially our go-to-market teams, to ensure that we are providing outstanding value to our customers. 

Location

We are open to considering remote applicants. For individuals based in Seattle or Atlanta this will be a hybrid position (2-3 days in office each week). 

• 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 CSMs to understand their customer’s 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, Outreach and Tableau, to gauge business health on a daily, weekly and monthly basis
• Report out on customer health metrics to GTM Leadership 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 KPIs 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
• 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

• 10+ years of experience in customer success and/or account management
• 7+ years as a manager with multiple direct reports
• Experience working with both a high volume and complex customer profiles
• 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

• Knowledge of sales processes such as lead generation, pipeline management and KPIs
• Proficient in coaching others in sales process best practices
• Proficient 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 an annual base salary and a variable component, ranging between $185,000 - $255,000 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.