Manager, Customer Operations

About the Company

Outreach, established in 2014, provides a full agentic AI platform built for revenue teams. Its product combines agentic AI, conversation intelligence, and assistive AI to support a wide range of revenue activities, including prospecting, expansion, deal acceleration, retention, and forecasting. The platform is designed to automate work, improve visibility across accounts, and give revenue leaders stronger performance insights and better forecasting accuracy. Enterprise customers such as Databricks, SAP, Siemens, and Verizon use Outreach to support their GTM teams.

Role Overview

This position is responsible for post-sales operations and the programs that support retention and growth for both current and new customers. The role manages customer lifecycle operations across onboarding, adoption, renewals, and expansion, while also owning renewal forecasting so the business has a reliable view of the book.

This is a highly hands-on role focused on building processes and using AI to improve how the team works. You will design and operate workflows, including AI and agentic automations, that surface churn risk earlier and identify expansion opportunities sooner. You will also help shape the digital customer success strategy that improves adoption and customer satisfaction.

You will lead a team, work closely with Customer Success leadership, and own the data, reporting, and programs that demonstrate measurable revenue impact.

Location

The preferred location is Seattle or Atlanta, especially for proximity to in-office teams. Remote candidates within the United States are also welcome.

Key Responsibilities

• Design customer-focused processes with an emphasis on efficiency and continuous improvement.
• Introduce and support organizational change by launching new systems and workflows and helping teams adopt them consistently.
• Review customer, employee, and system data to spot both positive and negative trends and turn them into useful insights.
• Use data to find performance gaps, evaluate goals and targets, and guide process and program improvements.
• Apply AI and automation, including Claude-based workflows, to detect churn risk early and surface expansion signals.
• Own the customer lifecycle programs covering onboarding, adoption, renewal, and growth, and improve their effectiveness over time.
• Lead the weekly renewal forecasting process in partnership with Customer Success leadership.
• Develop and support digital and tech-touch engagement strategies for customers who are not reached through one-to-one interaction.
• Manage and develop a team, and communicate clearly at all levels, including executive-level correspondence.
• Convert customer data into action through health scoring, early-warning indicators, and performance metrics.
• Partner with Customer Success, Product, and Revenue leadership to translate insights into pipeline and business outcomes.

Candidate Profile

• At least 5 years of experience in Customer Success or Account Management.
• At least 5 years of experience in Customer Operations or Revenue Operations, including a minimum of 2 years in people leadership.
• Practical experience using AI or automation in a customer-facing environment, with delivered results rather than just ideas.
• A strong instinct for building processes and programs, supported by solid analytical ability and a focus on impact measurement.
• Background in customer-facing roles involving complex software, plus working knowledge of tools such as Salesforce and Outreach.
• Strong communication skills and sound judgment for prioritizing work in a fast-paced setting.
• Bachelor’s degree or equivalent practical experience.

Compensation and Benefits

The base salary range for this position is USD 110,000 to USD 140,000 per year. In addition, the role may include incentive pay, bonuses, restricted stock units, and benefits. Final compensation depends on skills, qualifications, location, and experience, and will be confirmed by the recruiter during the hiring process.

Benefits and perks include flexible time off, a 401(k) plan, medical, dental, and vision coverage for full-time employees and their dependents, parental leave with options for a paid night nurse and gradual return to work, infertility and assisted reproductive services support, employee referral bonuses, office snacks and beverages, fun team events, and diversity and inclusion programs such as employee resource groups for women, Latinx, Black, AAPI, Pride/LGBTQIA+, Gender+, Disability, and Veterans/Military communities.

Equal Opportunity and Hiring Notice

Outreach is an equal opportunity employer and considers all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

The company values teams with varied backgrounds and experiences and encourages applications from people who may not meet every listed qualification, including candidates from historically marginalized groups.

Outreach may use AI tools during parts of the hiring process, such as reviewing applications, analyzing resumes, or checking responses for potential inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people. Candidates seeking more information about data processing can contact the company directly.