Customer Success Manager II

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. Customer Success acts as the trusted advisor to our customers, helping Sales Leaders shape their strategy and drive measurable business impact. We work strategically with customers helping them achieve their goals and then partner with our Growth Account Executives to drive renewal strategy.

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.

Location: This position is located in London and will be hybrid 1-2 days/week out of our London office.

Your Daily Adventures Will Include

• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
• Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams]
• Tailor communications to the audience by contextualizing customer data and positioning return on investment and the overall strategy
• Champion the development and follow through on Value Plans that seed the success for your accounts across your book of business, including vetting alignment on these plans with your clients
• Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from using the platform
• Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green”
• Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership
• Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational
• 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, researching case studies
• May partner with Account Executives in renewals and expansion; this includes taking a forward-looking view on upcoming renewals and enabling value driving programs early and often
• Perform other duties as assigned

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 a complex software
• Proven experience in growing/maintaining a book of 20-30 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 seek to understand
• 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