Customer Success Manager, Enterprise & Strategic Accounts

Seattle, WA /
Customer Success – Customer Success Managers /
The Role

You’ll have an opportunity to join the front lines of the emerging discipline of Customer Success within a company that is moving equally as fast. In combination with stellar technology and process, the people that will drive long term success and adoption are the Customer Success Managers (CSMs). This role is for a specific team within the Success organization works with our Enterprise level customers. These customers typically have the highest number of users and have a spotlight on them by leadership. We are looking for an experience Customer Success professional to take the reins on these accounts and drive the value for our customers.

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” 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. CSMs are expected to coach customers to optimize their sales strategy to take advantage of best practices. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

    • Bold in communicating best practices to customer
    • Relentlessly drive to understand the strategic objectives of each customer and their problems deeply
    • Strive for greatness, knowing that teamwork is the way to get there
    • Clearly articulate and track value drivers for each customer
    • Escalate accounts appropriately and manage escalations to resolution
    • Increase adoption in your portfolio of accounts through the use of our Success Program
    • Influence all levels of leadership ranging from analysts to C-Level executives
    • Protect renewals of our accounts through your deliverance of outstanding customer experiences
    • Insightfully anticipates customer needs and proactively offers assistance
    • Develop a proficiency in the product capabilities, and sales process best practices
    • Contribute to defining and refining the initiatives, methodologies, assets and programs within Customer Success
    • Ability to drive problems to resolution with minimal assistance
    • Partner with other cross-functional teams to achieve customer goals

Basic Qualifications

    • 5-7 years of solid experience in a technical, customer facing role for medium to large scale business in similar industry
    • College degree or equivalent
    • Experience building trust and developing client relationships both remote and onsite
    • Proven record of establishing outcome metrics with large complex customers
    • Ability to build, maintain and grow relationships with senior leadership at very large companies
    • Proven record of protecting renewals through operational excellence, driving adoption and influencing the customer
    • History of improving processes, methodologies, programs or frameworks that improved team performance
    • Has a passion for sales engagement and knowledge of sales methodologies including workflow of multiple sales roles
    • Excellent at managing a high volume of customers and their respective priorities
    • Ability to memorize product features and can spontaneously discuss benefits
    • Demonstrate leadership and positivity on the team, and contribute to our growth
    • Skilled in transforming customer vision into actual results within the product
    • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
    • Proficient in basics of SalesForce data schema and configuration
    • Experience with SaaS applications
    • Willingness to travel - travel could be up to 25% of the time
    • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

    • Knowledge of Sales Processes such as Lead Generation, Pipeline Management and KPIs
    • Detailed knowledge and understanding of salesforce automations tools (SFDC, Dynamics, etc)
    • Training / certification in SalesForce
    • Experience with the Software Delivery Lifecycle or implementation of applications
    • Proficient in coaching others in Sales Process best practices
    • Proficient in techniques used to learn a customer’s business strategy, process, and solutions
Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen