Senior Enterprise Customer Success Manager

Role Overview

• Analyze data from multiple sources to make recommendations, using knowledge, experience, and judgment to effectively guide and influence customer behavior.
• Understand the relationship between objectives/goals and activities to respond effectively to what your customer needs versus what your customer asks.
• Know and understand your book of business deeply: You know your customers, what they value, where they are in their maturity, and how to help them unlock their potential, and how those goals align to our value framework
• Guide customers on the path to success in a consistent and regular manner, including anticipating/resolving risks, strategically tapping internal resources, and maintaining precise alignment on success criteria
• Serve as a trusted advisor to your clients by being highly credible, able to engage internal and external stakeholders and align them to a shared vision.
• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
• Tailor communications to the audience by contextualizing customer data and positioning return on investment and the overall strategy
• Champion the development and follow through on Customer Success Plans that seed the success for your accounts across your book of business, including vetting alignment on these plans with your clients
• Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from using the platform
• Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership
• Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies
• Partner with Account Executives in renewals and expansion; this includes taking a forward-looking view on upcoming renewals and enabling value driving programs early and often, while GRAE leads commercial conversations
• Perform other duties as assigned

Requirements

• Bachelor’s degree in a related field, or the equivalent in work experience
• At least 10 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software platform
• Knowledge of Sales Engagement or Marketing Automation Software and how they integrate with CRMs
• Strong strategic and critical thinking skills
• Effective problem-solving skills
• Ability to synthesize data from multiple sources to make a decision
• Self starter/high sense of initiative
• Effective active listening skills, with a desire to seek to understand
• Effective active listening skills, including understanding non-verbal cues and tone to communicate the right message to each audience member
• Strong emotional intelligence and empathy
• Ability to build effective relationships
• Ability to influence without direct authority
• Strong communication skills, both verbal and written, with the ability to tailor communications to the audience as appropriate
• Ability to set realistic goals and drive to those outcomes
• Ability to navigate complex networks within an organization/Strong business acumen
• Proven experience in growing/maintaining a book of complex or strategic clients through driving adoption of tools and influencing customers
• Domain knowledge in sales processes, sales execution, or go-to-market strategies

Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military