Senior Customer Success Manager

About the role

Outreach is seeking a highly strategic and customer-focused professional to lead our efforts in guiding clients through the adoption and effective utilization of our agentic AI platform. In this role, you will act as a trusted advisor, helping revenue teams transition from manual, repetitive tasks to intelligent, automated workflows that deliver measurable business results. Your expertise will be instrumental in ensuring customers realize the full value of our platform, fostering long-term relationships, and supporting their growth initiatives. You will collaborate closely with cross-functional teams, including Product, Marketing, and Professional Services, to gather feedback, improve platform adoption, and ensure customer success at scale. This position requires a proactive mindset, excellent communication skills, and a deep understanding of AI-enabled SaaS products, especially within sales and revenue operations contexts.

Key facts

What you'll do

• Manage a diverse portfolio of customer accounts, ensuring they meet their specific business objectives and maximize platform value.
• Drive platform adoption by promoting new features, with particular emphasis on AI-powered capabilities and credit consumption, ensuring customers leverage these tools to improve their workflows.
• Conduct regular Executive Business Reviews with senior stakeholders to demonstrate the ROI of the platform, highlight productivity improvements, and quantify revenue growth attributable to platform adoption.
• Lead change management initiatives by coaching sales teams, revenue leaders, and other stakeholders on adopting AI-driven habits and workflows, ensuring smooth transitions and sustained usage.
• Develop tailored roadmaps for AI agent use cases that align with each customer's go-to-market strategies and operational needs, helping them implement AI solutions effectively.
• Monitor account health metrics, usage patterns, and engagement signals to identify potential risks early, address customer concerns proactively, and prevent churn.
• Identify opportunities for expansion within existing accounts by analyzing usage data and engagement levels, and work closely with customers to realize growth potential.
• Oversee renewal processes, ensuring timely renewals and working to prevent churn by addressing customer concerns and demonstrating ongoing value.
• Collaborate with Product, Marketing, and Professional Services teams to gather and relay customer feedback regarding AI model performance, platform usability, and friction points, contributing to continuous platform improvement.
• Support onboarding and training initiatives to ensure customers are well-equipped to utilize AI features effectively, fostering long-term success.
• Advocate for customer needs internally, influencing product development and feature prioritization based on customer insights and industry trends.
• Stay informed on the latest developments in AI, SaaS, and sales enablement to provide strategic guidance to customers and internal teams.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, RevOps, Consulting, or sales technology advisory roles, with a proven track record of managing complex accounts.
• Demonstrated experience working within SaaS environments, particularly with complex or AI-enabled product suites, and a strong understanding of SaaS business models.
• Proven ability to lead change management initiatives, coaching teams and stakeholders on new technologies and workflows.
• Experience managing enterprise-level customer relationships, including C-level and VP-level engagement.
• Strong influencing skills, with the ability to communicate effectively with executive stakeholders about AI strategy, organizational change, and platform value.
• Excellent analytical skills, with the ability to interpret data, usage metrics, and health scores to inform strategic decisions.
• Experience managing renewals, upsells, and cross-sell opportunities, with a focus on driving account growth.
• Ability to work collaboratively across teams and functions, fostering a customer-centric approach.
• Strong organizational skills, with the ability to manage multiple accounts and initiatives simultaneously.
• Knowledge of SaaS metrics, customer health scoring, and renewal management processes.

Nice to have

• Experience working with machine learning, generative AI, or workflow automation tools.
• Familiarity with predictive analytics and prompt engineering, especially using platforms like Claude or Gemini.
• Understanding of go-to-market workflows, including prospecting, pipeline management, forecasting, and coaching.
• Proficiency with CRM and customer success platforms such as Salesforce, Gainsight, or Outreach.
• Background in risk management, mitigation planning, and customer retention strategies.
• Knowledge of the sales enablement landscape and related industry trends.

Skills & tools

• AI and agent-based software platforms
• Enterprise account management
• Change management and executive coaching
• Data analysis and health score monitoring
• GTM strategy and revenue operations
• Customer success and engagement tools (e.g., Salesforce, Gainsight, Outreach)
• Analytical skills for interpreting usage data and customer health metrics

Practical notes

Outreach offers a comprehensive benefits package, including flexible time off, a 401k plan, and extensive medical, dental, and vision insurance options. The company supports a parental leave program that features paid night nurse options and a gradual return-to-work policy to support new parents. Additional perks include infertility and reproductive services, employee referral bonuses, and a variety of employee resource groups aimed at fostering diversity and inclusion. Outreach is committed to being an equal opportunity employer and actively seeks to build a diverse workforce reflective of the communities we serve. We value innovation, collaboration, and a customer-first mindset, and we look forward to welcoming a dedicated professional to our team who shares these values.