Senior Customer Success Manager

About the role

Outreach is seeking a strategic professional to guide our customers through the adoption of our agentic AI platform. You will act as a consultant to help revenue teams transition from manual tasks to intelligent, automated workflows that deliver measurable business results.

Key facts

What you'll do

• Manage a portfolio of accounts to ensure they reach their defined business objectives.
• Drive the adoption of platform features, specifically focusing on AI-powered capabilities and credit consumption.
• Conduct Executive Business Reviews that highlight ROI, productivity improvements, and revenue growth.
• Lead change management initiatives by coaching sales teams and revenue leaders on new AI-driven habits.
• Develop and execute roadmaps for AI agent use cases tailored to specific customer go-to-market motions.
• Monitor account health, usage patterns, and engagement signals to proactively address risks and identify expansion opportunities.
• Oversee renewal strategies and work to prevent churn.
• Collaborate with Product, Marketing, and Professional Services teams to share customer feedback regarding AI model performance and platform friction.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, RevOps, Consulting, or sales technology advisory roles.
• Background in SaaS environments, particularly with complex or AI-enabled product suites.
• Proven ability to lead change management and drive platform adoption among sales staff and managers.
• Experience managing enterprise-level customer relationships.
• Ability to influence VP and C-level executives regarding AI strategy and organizational shifts.
• Strong analytical skills with the ability to turn data into actionable plans.
• History of successfully managing renewals and driving account growth.

Nice to have

• Experience working with machine learning, generative AI, or workflow automation tools.
• Familiarity with predictive analytics and prompt engineering using tools like Claude or Gemini.
• Understanding of GTM workflows including prospecting, pipeline management, forecasting, and coaching.
• Proficiency with platforms such as Salesforce, Gainsight, or Outreach.
• Experience in risk management and mitigation planning.

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

Practical notes

Benefits include flexible time off, 401k, and comprehensive medical, dental, and vision insurance. We offer a parental leave program featuring paid night nurse options and a gradual return-to-work policy. Additional perks include infertility and reproductive services, employee referral bonuses, and various employee resource groups. Outreach is an equal opportunity employer committed to building a diverse workforce.