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