Manager, CSA (Scale) at Outreach

| Seattle
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The Role
As the Manager of Customer Success, Scale you will lead and manage a team of Customer Success Advisors (CSAs) who are focused on driving customer success by delivering value to our customers. This is a demanding role that relies on a mindset of customer-obsessed advocacy and a focus on inspiring teamwork. We expect you to lead by example and empower your team to deliver phenomenal customer results. This is a "working manager" position, meaning, you will help to recruit and mentor team members, assist with solutions to everyday customer success needs, and lead customer engagement efforts. In addition, you will collaborate with other managers and functional areas to ensure that we are providing outstanding value to our customers.

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. CSAs 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

  • Relentlessly drive to understand your team’s customers and their problems – and spot trends and develop insights to share with the broader Outreach team
  • Work with CSAs to understand business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals
  • Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value
  • Serve as a point of escalation for customer issues, and work directly with customers, CSAs and support to ensure resolutions are met
  • Determine which Customer Success actions can be programmatic. Work with our digital team to build content that will drive results for our CSA team
  • Analyze key performance indicators, leveraging tools such as SalesForce.com, Gong, Outreach and Tableau, to gauge business health on a daily, weekly and monthly basis
  • Provide active coaching, development, and feedback to CSAs utilizing hard metrics derived from dashboards and reports
  • Provide active coaching to CSAs in live call and digital environments
  • Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team
  • Forecast the risk and retention of your team’s business and deliver results against monthly, quarterly, and annual objectives
  • Collaborate cross-functionally with Sales, Services, Support, Product, Marketing, and Engineering to better support customers
  • Assist with and inform on staff compensation, hiring, and promotions
  • Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team

Required Qualifications

  • 5+ years of experience in customer success or account management
  • 2+ years as a manager with direct reports
  • Experience building trust and developing customer relationships Experience leading a cohesive and collaborative team focused on driving customer outcomes
  • Experience in developing scalable solutions in a 1:many motion
  • Experience in sales strategy, with the ability to work with customers to affect change within their organizations
  • Experience in enterprise SaaS applications that support a large scale business process
  • Proven track record in setting and measuring team KPIs and driving to results
  • History of improving processes, methodologies, programs or frameworks that improved team performance
  • Ability to maintain a positive 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

Preferred Qualifications

  • Knowledge of sales processes such as lead generation, pipeline management and KPIs
  • Proficient in coaching others in sales process best practices
  • Proficient in techniques used to learn a customer’s business strategy, process, and solutions

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 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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