Customer Success Manager
London
Customer Success – Customer Success Managers /
Full-Time /
Hybrid
Outreach is the first and only AI Sales Execution Platform built for intelligent revenue workflows. Built on the world’s largest foundation of customer interactions and go-to-market team data, Outreach’s leading revenue AI technology helps go-to-market professionals and their companies win by intelligently accelerating decision making and elevating sellers to do their best work. Our powerful platform gives revenue teams the tools they need to design, measure, and improve a revenue strategy for every stage of the customer journey, improving efficiency and effectiveness across the entire revenue cycle. Over 6,000 customers, including Zoom, McKesson, Snowflake, SAP, and Okta use Outreach to power workflows, put customers at the center of their business, improve revenue results, and win in the market.
Outreach is a privately held company based in Seattle, Washington, with offices worldwide. To learn more, please visit www.outreach.io.
The Role:
The Customer Success Manager is responsible for driving platform adoption, assessing the overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance aligned with their goals. This role serves as a key point of contact for customers post-implementation and throughout their ongoing journey.
Your Day-to-Day Responsibilities Will Include:
- Applying successes, best practices, and learnings from Outreach customers to consult with others in a similar context
- Partnering with and influencing key stakeholders on the best ways to achieve customer objectives, removing roadblocks as needed—this may include product adoption, prioritisation, or technical solutions (handled directly or in collaboration with internal teams)
- Tailoring communication to your audience by contextualising customer data and clearly positioning return on investment and strategic alignment
- Championing the development and execution of Value Plans that underpin account success across your portfolio, including ensuring alignment with client objectives
- Following the Outreach Operating Rhythm to ensure customer satisfaction, engagement, and realisation of value from the platform
- Identifying risks or threats to customer health and implementing targeted strategies to restore them to a positive status
- Collaborating across internal teams to optimise the customer experience—Product, Professional Services, Support, Sales, Marketing, and Leadership
- Managing multiple projects simultaneously, balancing the priorities of both internal and external stakeholders from business, technical, and organisational perspectives
- Staying informed on sales and revenue trends to increase your industry credibility (e.g. attending events, listening to podcasts, reading books, and reviewing case studies)
- Potentially partnering with Account Executives on renewals and expansions—this includes taking a proactive approach to upcoming renewals and enabling value-driven programmes early, while GRAEs lead on commercial matters
- Performing other duties as required
Our Ideal Candidate:
- Bachelor’s degree in a related field, or equivalent work experience
- At least 5 years’ experience in Customer Success, Account Management, or a similar role within SaaS, supporting business transformation and driving customer outcomes with complex software
- A proven track record of managing a book of 40–50 accounts, driving tool adoption and influencing customer decisions
- Strong domain knowledge of sales processes, execution, or go-to-market strategies
- Excellent strategic and critical thinking capabilities
- Strong problem-solving and analytical skills
- Effective time management and ability to prioritise workload
- Confidence in synthesising data from multiple sources to inform decision-making
- A proactive, self-starting attitude and high level of initiative
- Excellent active listening skills and a desire to understand
- High emotional intelligence and strong empathy for customers
- Ability to build strong, effective relationships
- Exceptional written and verbal communication skills, with the ability to tailor messaging to suit different audiences
- Ability to set realistic goals and work persistently to achieve them
- Strong business acumen and the ability to navigate complex organisational structures
#LI-KH2 #LI-hybrid
Why You’ll Love It Here
• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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.
