Senior Enterprise Customer Success Manager
About Outreach
Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.
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
We’re looking for a strategic, data-driven Customer Success Manager to partner with customers in maximizing value from our platform—leveraging AI to drive efficiency, adoption, and business outcomes. This role blends traditional CSM responsibilities with a strong focus on AI enablement, insights, and automation.
As a Senior Enterprise Customer Success Manager you'll be 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. This role is responsible for driving value and adoption of the Outreach platform for specific customers. This role acts as the voice of the customer internally at Outreach, serving as a customer advocate, and influencing future product/platform needs based on customer sentiment. A successful team member will be collaborative in their approach while advocating for customer needs to improve product, positioning, and capabilities. This position communicates with both internal and external stakeholders.
Location
We are considering remote applicants located and based in the PST time zone.
Customer Outcomes & Value Realization
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Own a portfolio of customers and ensure they achieve measurable business outcomes
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Drive adoption of core platform capabilities, with a strong focus on AI-powered features
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Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact
AI Adoption & Enablement
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Educate customers on AI capabilities (e.g., automation, predictive insights, personalization)
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Partner with customers to embed AI into their workflows (sales, CS, RevOps, etc.)
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Identify opportunities to expand usage through AI-driven use cases
Data-Driven Account Management
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Leverage customer data and AI insights to proactively identify risks and expansion opportunities
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Monitor health scores, usage trends, and engagement signals to drive action
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Use AI tools to surface recommendations and next best actions
Retention & Growth
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Own renewal strategy and mitigate churn/contraction risk
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Identify and drive expansion opportunities (upsell/cross-sell), especially tied to AI value
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Partner with Sales and RevOps to align on account strategy
Cross-Functional Collaboration
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Work with Product and Engineering to advocate for customer needs and AI enhancements
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Partner with Professional Services on onboarding and complex implementations
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Provide feedback on AI models, accuracy, and customer sentiment
Required Qualifications
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10+ years in Customer Success, Account Management, or Consulting (SaaS preferred)
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Experience managing enterprise customer relationships
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Strong analytical mindset with the ability to interpret data and translate into action
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Proven track record of driving renewals, expansion, and customer outcomes
Preferred Qualifications (AI-Focused)
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Experience working with AI/ML-powered products or automation tools
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Familiarity with concepts like predictive analytics, generative AI, or workflow automation
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Experience using platforms like Salesforce, Gainsight, or Outreach
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Ability to translate AI capabilities into business value for non-technical stakeholders
Key Skills
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Strategic thinking and consultative problem-solving
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Executive communication and stakeholder management
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Data analysis and storytelling
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Change management and adoption enablement
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Curiosity and adaptability in a fast-evolving AI landscape
#LI-LT1
#LIRemote
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.
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At Outreach, we're on a mission to change the way companies engage with their customers throughout their lifecycle. We understand how technology can change the game for revenue teams, driving innovation and efficient growth with every interactio...
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