Senior Customer Success Manager

About the Company

Founded in 2014, Outreach is a pioneering agentic AI platform dedicated to empowering revenue teams. Integrating agentic AI, conversation intelligence, and assistive AI, Outreach supports a broad spectrum of revenue functions from lead prospecting and deal acceleration to retention and forecasting. Trusted by notable organizations like Databricks, SAP, Siemens, and Verizon, Outreach delivers enhanced workflow automation, connected account visibility, performance insights, and superior forecasting accuracy across go-to-market teams.

Team Overview

The Customer Success team brings the platform’s promise to life by acting as trusted advisors to customers and collaborators internally across Sales, Product, Marketing, and Professional Services. This team leverages AI insights to enhance customer interactions, emphasizing ownership, curiosity, and a customer-first mindset to ensure ongoing alignment with evolving customer needs.

Role Summary

The Senior Customer Success Manager will strategically and analytically partner with customers to maximize their benefits from Outreach's AI-enabled platform. This role fuses typical CSM duties with a strong emphasis on AI adoption, enablement, and automation, guiding customers to replace manual processes with intelligent workflows that generate tangible business results.

Primary Responsibilities

• Manage a portfolio of clients to ensure they achieve quantifiable business results.
• Promote active use of core platform functions, especially AI-driven features and credit usage.
• Conduct Executive Business Reviews focusing on return on investment, productivity improvements, and revenue impacts.
• Educate customers about AI capabilities such as automation, predictive analytics, and personalization.
• Take accountability for credit consumption metrics within the assigned accounts.
• Collaborate with customers to identify and sequence AI use cases aligned to their go-to-market motions like prospecting, pipeline management, forecasting, and coaching.
• Lead change management efforts, including enablement sessions and coaching, to boost platform adoption among sales teams.
• Advocate for and co-develop clients' AI sales strategies, helping build business cases for AI expansion.
• Utilize customer data and AI-generated insights to detect risks and expansion prospects proactively.
• Monitor customer health scores, usage patterns, and engagement metrics, leveraging AI tools to recommend next steps.
• Manage renewal strategies to reduce churn risk and identify upsell or cross-sell opportunities linked to AI value.
• Collaborate closely with Sales and Revenue Operations to coordinate account strategies.
• Relay customer feedback to Product and Marketing teams concerning AI agent efficacy and adoption challenges.
• Partner with Professional Services for onboarding and complex implementations.
• Provide input on AI model accuracy and customer sentiment to guide product refinements.

Required Qualifications

• At least 5 years in Customer Success, Account Management, GTM or Revenue Operations, Consulting, or sales-process technology advisory roles, preferably within SaaS companies offering complex AI-enabled products.
• Proven capability in driving software/platform adoption and managing change among sales personnel and frontline managers.
• Strong executive presence with the ability to influence senior leadership on AI strategies beyond product use.
• Experience interpreting AI product functionality into valuable business outcomes for diverse stakeholders.
• Skilled at managing enterprise customer relationships with a strategic and consultative approach.
• Data-driven mindset with the ability to analyze metrics and translate findings into action.
• Demonstrated record of managing renewals, expansions, and achieving positive customer results.

Preferred Qualifications (AI-Focused)

• Experience with AI/ML-driven products or automation technologies.
• Knowledge of predictive analytics, generative AI, and workflow automation concepts.
• Understanding of core GTM workflows such as inbound/outbound prospecting, pipeline management, retention/expansion motions, forecasting, and coaching routines.
• Familiarity with creating AI prompts and tools like Claude or Gemini.
• Experience using platforms such as Salesforce, Gainsight, or Outreach itself.
• Adaptive and curious attitude towards the rapidly changing AI landscape.
• Expertise in risk management and mitigation strategies.

Employee Benefits and Culture

• Flexible paid time off policies.
• 401(k) retirement savings plan.
• Comprehensive medical, dental, and vision coverage for employees and dependents.
• Parental leave benefits including paid night nurse options and phased return-to-work.
• Support for infertility and assisted reproductive services.
• Employee referral incentives.
• Office snacks, beverages, and regular team celebrations.
• Strong diversity and inclusion initiatives fostering multiple employee resource groups.

Additional Notes

Outreach is an equal opportunity employer that values diversity and inclusiveness. They encourage applications from individuals from historically marginalized backgrounds and emphasize hiring individuals holistically beyond resumes. Some AI tools may assist in the recruitment process, but all final hiring decisions are made by people.

Compensation for this position includes base salary and variable pay totaling between $145,000 and $175,000 OTE annually, along with potential incentive bonuses, restricted stock units, and benefits. Offers depend on qualifications, skills, location, and other factors and will be communicated individually throughout the hiring process.