Customer Success Manager, Scale

| Seattle
The Role
You will play a critical role in the Customer Experience of Outreach customers. We are looking for a highly motivated Customer Success Manager who will be responsible for executing and helping build out our strategy around scaling the success experience. On a typical day you will be delivering one-to-many end-user trainings, one-on-one administration training, and supporting strategic conversations with our growing customer base. Your experience in finding solutions that can enable customers in a one-to-many fashion will build a basis for ensuring our broad customer base will be successful as it continues to grow. 
About The Team
When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” 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. CSMs are expected to coach customers to optimize their sales strategy to take advantage of best practices. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include

  • Deliver trainings for customer end-user teams in varying functions (SDR, AE, CSM)
  • Field strategic conversations with key customer stakeholders to promote user adoption including providing best practices
  • Work with Outreach leadership to identify areas that will drive scale for growth in the success organization while ensuring an effortless customer experience
  • Collaborate with teams in Outreach ecosystem (success, support, training, professional services, product, and marketing) to facilitate customer needs at scale
  • Deliver an enjoyable experience for customers
  • Identify and own customer escalations to close
  • Track customer success metrics
  • Conduct executive business reviews
  • Use data to proactively manage customer adoption and retention

Basic Qualifications

  • 3-5+ years managing customer accounts; preferably high-volume, smaller sized accounts
  • Bachelor Degree and/or equivalent, professional training, and/or certifications
  • Experience in delivering SaaS training virtually
  • Experience functioning as an advisory consultant
  • Excellent decision making and problem-solving capability in a very fast-paced environment
  • Strong, self-starter approach with history of providing solutions
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Effective interdepartmental communication skills
  • Contribution to a fun engaged work environment
  • Knowledge of Salesforce and other sales toolstack solutions (enterprise applications) 
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

  • Knowledge and understanding of Sales as a discipline
  • Aptitude and passion for technology and software products/platforms

Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen

Read Full Job Description

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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