Manager, Customer Success Emerging

| Seattle
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OVERVIEW:
Outreach is a leader in sales engagement software and one of the fastest growing technology companies in the world. Founded in 2014, we’ve experienced incredible growth - both the platform and the company culture have achieved worldwide recognition.

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 contextualize 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 Manager of CSMs, you will lead and manage a team of customer success professionals who are focused on delivering value realization for our customers. 

Reporting to the Sr/Director of Customer Success, this is a pivotal role that requires the ability to lead a 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 our customer promise. 

Leadership & Team Building

  • Recruit & develop an industry leading CSM team, founded on best practices and the ability to translate objectives into measurable actions 
  • Craft and facilitate personal career development plans, uplevel the team’s capabilities and provide ongoing enablement while setting a strong example of alignment to Outreach Values
  • Partner with CS leadership as agents of change and transformation across the business to put the strategic vision into actionable milestones 
  • Manage the team to a key set of activities and indicators across the customer lifecycle
  • Provide active performance feedback and management to CSMs based on set KPIs, targets, as well as customer call coaching

Driving the business: delivering value and driving customer health

  • Leading your team as a change agent in transformation from Commercial CSM to Proactive Wellness & Consultative CSM
  • Partnering with Sales Leadership to coordinate successful renewals and expansions between CSM and Growth AEs, including coaching CSMs in building strategic customer Success Plans, optimization and value realization 
  • Orchestrating and activating your team to resolve red flags that may put accounts at risk as well as capitalize on greenspace opportunities
  • Fielding customer escalations and supporting EBRs for your team to discuss roadmap, value realization and overall account health 
  • Forecasting the health of your team’s business and deliver results against monthly, quarterly, and annual objectives
  • Exemplify an entrepreneurial bias that inspires your team to recognize patterns within the portfolio and surface key wins that will drive improvements for the business

Partner with internal resources, acting as customer advocate

  • Connecting internal teams to maximise the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership
  • Prioritizing strategic initiatives and day-to-day management at the same time, working across internal / external stakeholders

Our Vision Of You

  • 4+ years of experience in customer success or account management
  • 2+ years as a people manager within enterprise-grade SaaS company Experience in sales strategy, Sales Engagement, Marketing Automation Softwares or other relevant enterprise-grade SaaS applications 
  • 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, reward and recognition programs
  • Proven ability to contextualize data to drive team performance but also showcase ROI for customers Experience in setting and measuring team KPIs and resultsHistory 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

Values drive our behaviours 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 and inclusion - we go out of our way to find different points of view that challenge our own because

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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