Sr. Director of Success & Support Scale at Outreach

| Seattle
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Outreach is looking for a Scale team leader to create and grow our Customer Success & Support motion for one-to-many accounts. This is a leadership role reporting into the Global VP of Success Strategy & Support. The role will have significant business impact by leading both Customer Success Managers and their 1: many book of business and their operating rhythm of proactive and reactive touchpoint design as well as front line technical support for our micro and emerging markets.
The remit is building a world class operating rhythm and workforce as Outreach expands globally, solving for success and supporting customer needs for growth and transactional learning - creating value across needs. 
The primary objective of this hands-on, data driven leader will be to increase customer retention and growth within a high volume of low-ARR accounts. The ideal candidate will blend knowledge of customer support and success operations, customer engagement/outreach at scale, automation and data analysis in order to create a world-class one-to-many customer success team. They will understand how to nurture and shape a team, build programs, test and learn and have a strong operational bent. 

Who you are:

  • You’re a leader – who builds world class, engaged and performance driving teams and you are adept at articulating vision and breaking it down for your managers to communicate and execute
  • You have exceptional pattern recognition – someone who persistently looks at data to uncover business insights and drive decision-making.
  • You’re willing to sign up for ambitious results and committed to high business impact 
  • You’re comfortable making strategic trade-offs, and have a history of successful decision-making 
  • You’re an effective communicator who prioritizes quality of work and successful outcomes over ego
  • You’re an influencer due to the credibility of your results
  • You’re a collaborator who works cross-departmentally to achieve outcomes for our customers. You have partnered closely with marketing, support, IT, legal, billing, sales and presales on large scale projects.

What you’ll own:

  • The strategic and operational CSM & Support initiatives across one-to-many customer-focused teams, working closely with CSM leadership and CS Strategy and Operations to deliver strategic insights, provide solutions to challenges and recommendations.
  • Development of best practices for the SCALE team and articulate the value of these practices to stakeholders; identify gaps and propose changes to existing processes, develop scalable solutions and oversee key organizational metrics.
  • Mitigation of churn within long-tail of low-ARR customers. Protect the core while also expanding this customer base.
  • Development of SCALE roadmap and lifecycle strategy, planning for CSM engagement and frequency of touches, both human and automated. 
  • Champion Support models to best support global customer needs as well as career pathing, metrics & operating rhythm 
  • Team engagement, satisfaction and performance 
  • Results of the SCALE CSM & Support teams as they relate to Customer Success KPIs 
  • Manage and build front line support organization to orchestrate technical questions at scale, optimizing handoffs, workflows and team upskilling.

Experience you’ll need:

  • 8-10+ years experience across Customer Success, Support, Operations or Strategy, Sales or Marketing Analytics, preferably within a B2B SaaS or subscription business environment. 
  • Proven record of data-savvy, analytics-driven decision making and follow through
  • Demonstrable global leadership experience, especially around designing strategy, building and managing multiple locations, offerings, localization considerations and then leading your team to deliver results.
  • Experience working with Gainsight, Salesforce, Zendesk and Tableau or other data-related software 
  • Experience with customer lifecycle programs, customer success programs, and analytics preferred 
  • Experience using automation to solve business needs at scale

Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• 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 (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn'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 (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

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

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

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
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
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.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
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
Some Meals Provided
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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