Senior Customer Success Manager

Job Description

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. AI is transforming how our customers operate, and this role makes sure they adopt it while they realize its full value, moving from manual processes to intelligent, automated workflows that drive real business impact. Success in this role shows up in the numbers our customers and Outreach both care about; Net Revenue Retention, Gross Retention, and AI feature adoption; because when customers realize value, growth follows.

What You'll Do

• Partner with customers to maximize value from the Outreach platform, focusing on AI enablement, insights, and automation to drive adoption and business outcomes.
• Drive adoption of AI features and automated workflows to transform customer processes and outcomes.
• measure and improve key metrics such as Net Revenue Retention and Gross Retention.
• Collaborate with cross-functional teams (Sales, Product, Marketing, Professional Services) to deliver customer success at scale.

Who You Are

• Strategic, data-driven, and customer-focused with a track record in customer success.
• Passionate about AI enablement and leveraging data to drive decisions and outcomes.
• Strong stakeholder management and cross-functional collaboration skills.

Requirements

• Experience as a Customer Success Manager or similar role.
• Proven ability to drive adoption of AI-enabled features and automated workflows.
• Demonstrated success in improving retention metrics and customer outcomes.