Director of Customer Success, Corporate

| Seattle
The Role

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 the Director of Customer Success, Corporate you will lead and manage a team of Corporate CSMs who are focused on delivering value realization for our customers. This is a pivotal role which requires the ability to lead a regional team, collaborate with Sales and the post-sales organizations to deliver a seamless customer journey, build best practices and help a fast growing company deliver against customer promise.

Working in a fast-growth company means that no day is ever the same. But here are the main responsibilities and tasks you’ll undertake:

Leadership & team building

  • Build an industry leading Corporate CSM team, founded on best practices, clarity of focus, intellectual curiosity, and the ability to translate objectives into measurable actions.
  • Champion investment in the team’s capabilities and ongoing enablement
  • Partner across the organization to ensure a common view of vision, priorities and success
  • Manage the team to a key set of activities and indicators across the customer lifecycle
  • Provide active coaching, development, and feedback to CSMs utilizing hard metrics derived from dashboards and reports as well as in live call and onsite meeting environments
  • Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team
  • Manage team budget, promotions, merit recommendations and hiring against plan 

Driving the business:

  • Delivering value and influencing renewals by partnering with CSM and Sales leadership to win renewals and expansion; including building optimization and value realization programs, while Growth AE leads commercial conversations
  • Reinforcing, inspecting and coaching to actionable Customer Success Plans your team drives in their accounts
  • Acting as key point of escalation for your team and executive presence in Executive Business Reviews or other customer facing meetings as needed
  • Identifying and acting quickly to resolve red flags that may put renewal at risk
  • Fielding customer escalations as well as supporting EBRs for your team to discuss roadmap, value realization and overall account health.
  • Forecasting the risk and retention of your team’s business and deliver results against monthly, quarterly, and annual objectives
  • 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
  • Create and execute processes and programs to improve customer engagement and adoption, and mitigate customer risk

Basic Qualifications

  • 8+ years of experience in customer success or account management
  • 4+ years as a manager with direct reports supporting corporate and strategic accounts
  • Experience in sales strategy, sales Engagement or Marketing Automation Software as well as enterprise SaaS application that support a large scale business process
  • Demonstrable leader who knows how to align the team and build trust through clear prioritization and closed loop feedback, as well as builds the performance of individuals through coaching, reviews and reward and recognition programs
  • Proven ability to contextualize data to drive team performance but also showcase ROI for customers
  • Experience in measuring and driving team KPIs and results
  • History of improving processes, methodologies, programs or frameworks that improved team performance
  • Exhibits a positive, professional and can-do attitude especially in escalated circumstances
  • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Demonstrates excellent written and verbal communication skills
  • Measuring software ROI

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
Promote from within
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