Customer Success Manager

Outreach is an agentic AI platform for revenue teams, used by enterprise organizations to automate workflows and improve forecasting and GTM execution.

The Customer Success Manager drives platform adoption and customer health post-implementation, providing strategic guidance aligned to customer goals to enable retention and growth.

• Consult customers by applying best practices and learnings from other Outreach customer engagements.
• Partner with and influence key customer stakeholders to achieve goals, remove roadblocks, and drive adoption and prioritization (including coordinating technical support with internal teams).
• Tailor communications by contextualizing customer data and articulating ROI and overall strategy.
• Develop, champion, and drive follow-through on Value Plans across a book of business, ensuring alignment with clients.
• Execute customer activities within the Outreach Operating Rhythm to ensure satisfaction, engagement, and value realization.
• Identify risks to account health and implement targeted mitigation strategies to restore accounts to healthy status.
• Coordinate cross-functionally with Product, Professional Services, Support, Sales, Marketing, and Leadership to improve customer outcomes.
• Manage multiple concurrent projects and stakeholders with differing business, technical, and organizational priorities.
• Stay current on sales and revenue trends via industry events, research, and thought leadership sources.
• Partner with Account Executives on renewals and expansions by proactively planning for upcoming renewals and enabling value-driving programs (with AEs leading commercial conversations).
• Perform other duties as assigned.

• Bachelor’s degree in a related field, or equivalent practical experience.

• At least 5 years of experience as a Customer Success Manager, Account Manager, or related role in SaaS supporting business transformation and customer outcomes with complex software.

• Proven ability to grow and maintain a book of 20–40 clients by driving adoption and influencing customers.

• Domain knowledge of sales processes, sales execution, and/or go-to-market strategies.

• Strong strategic and critical thinking, problem-solving, and decision-making using data from multiple sources.

• Strong time management and prioritization; ability to manage multiple stakeholders and initiatives.

• High initiative/self-starter mindset.

• Active listening, emotional intelligence, empathy, and relationship-building skills.

• Excellent written and verbal communication with the ability to tailor messaging to different audiences.

• Ability to set realistic goals and drive execution; strong business acumen and ability to navigate complex organizations.

• Location constraint: candidates must be based on the U.S. West Coast.

• Flexible time off.

• 401(k).

• Medical, dental, and vision coverage for full-time employees and dependents.

• Parental leave program (includes paid night nurse option and gradual return to work).

• Infertility/assisted reproductive services benefit.

• Employee referral bonuses.

• Office snacks and beverages; team events.

• Diversity and inclusion programs and employee resource groups.

• Compensation includes base salary plus variable component; may include incentive compensation, restricted stock units, and benefits.