Customer Success Manager, Emerging at Outreach

| Seattle
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OVERVIEW
Outreach is the number one sales engagement platform that helps companies dramatically increase productivity and drive smarter engagement with their customers. More than 4,000 companies such as Adobe, ADT, Tableau, Okta, DocuSign, SAP, and Cisco depend on Outreach’s enterprise-scale, unparalleled customer adoption, and robust AI-powered Innovation.

One of the largest teams at Outreach, Customer Success is the trusted advisor helping Sales Leaders shape their strategy and drive measurable business impact. We are the experts on our product, the Sales Engagement industry, and contextualise together how it delivers value for our customers. A successful team member will be collaborative in their approach while advocating for customer needs to improve product, positioning, and capabilities. As an Emerging CSM, you'll have a unique opportunity to work with a large number of exciting and rapidly growing companies. Through your strategic partnership, you will help lay the groundwork for organizational success and help them scale their current & future business goals.

Industry and product knowledge

  • Keeping abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies
  • Learning about the experiences other customers have with Outreach, so that you can apply these successes and learnings to your conversations
  • Developing expertise on the product - its value, use cases, features, and integrations

Understanding success, influencing outcomes, and stakeholder management

  • Knowing your book of business, what your clients are trying to accomplish, and translating these to our value framework
  • Partnering with and influencing key stakeholders on how best to achieve these goals, removing roadblocks where necessary; this can range from product adoption, prioritisation, or technical [handled directly or in partnership with internal teams]
  • Navigating complex networks within an organization
  • Contextualizing data and positioning return on investment and the overall strategy to differentiate the conversation [tailored to audience level] 

Delivering value and influencing renewals

  • Partnering with Expansion AE in renewals and expansion; this includes taking a forward-looking view on upcoming renewals and enabling value driving programs early and often, while Expansion AE leads commercial conversations
  • Championing the development and follow through on Customer Success Plans that seed the success for your accounts across your book of business, and are aligned on with your clients
  • Identifying and acting quickly to resolve red flags that may put renewal at risk

Partner with internal resources, acting as customer advocate

  • Connecting internal teams to maximise the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership
  • Prioritising multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organisational

ABOUT YOU:

  • Strategic & Critical Thinking - you connect the dots between objectives and action, and can answer the customer needs [vs. what they asked]. There is no ‘one size fits all’ approach to solving problems and you use data and solid judgement to back up your approach. Paired with your curiosity, this leads you to new solutions, deeper relationships and continued personal growth. 
  • Outcomes Focused - you focus on the actions and behaviors that influence outcomes, and hold both yourself and your customers accountable. 
  • Proactivity - you understand the big picture and are consistent in your efforts to guide clients on the path to success. This includes anticipating / resolving risks, strategically tapping internal resources, and maintaining clear alignment on success criteria.
  • High EQ - an active listener and incredibly present, you pick up on the non-verbal cues and understand the tone of the conversation and how to communicate the right message to each member of the audience. 
  • Empathy - you believe Customer Success is People Success, it’s not just retention and expansion. You are curious about the people you speak with, ask intelligent questions to unearth their pain points, and act as a partner in resolution.
  • Expertise [alternative: Trusted Advisor] - you are highly credible, with the ability to engage internal and external stakeholders and align them to a common vision. You know your customers, what they value, where they are in their maturity, and how to help them unlock their potential.
  • Reliability - You are realistic about outcomes and comfortable in communicating these. Your actions show that you are accountable as the owner of your book of business, a teammate, and that you respect the process. As a result, the customer and Outreach can rely on your judgement, integrity, and transparency. 

We think you’ll likely have these skills and attributes if you have the following experience:

  • 2 to 5 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software
  • Protecting renewals for a book of 25-40 "Mid-Market" clients through driving adoption of tools and influencing customers - you have consistently over-achieved
  • Measuring software ROI
  • Experience building trust & developing client relationships while being remote
  • Exposure to Sales Engagement or Marketing Automation Softwares and how they integrate with CRMs.

Values drive our behaviors and the decisions we make. In addition to the above, we look for candidates who share and can demonstrate our core values:

  • We are hungry craftspeople - we’re obsessed with continuous improvement. 
  • We have grit and perseverance - we know that true champions have the will to break through walls.
  • We are one with our customers - we treat their pain and success as our own.
  • We’re always honest - with ourselves, our colleagues and our community.
  • We got your back - working at Outreach means you’re part of a family where no matter what, we’ll help you accomplish ever great feats and celebrate with you.
  • We take ownership - each of us is responsible for our collective success, and we expect you to represent your authentic self.
  • We find strength in diversity, equity and inclusion - we go out of our way to find different points of view that challenge our own perspective.

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 Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• 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 sync
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
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