Key skills
Customer SuccessAccount ManagementConsultingSaaSEnterprise customer relationship managementData analysisDriving renewalsexpansionAI/ML-powered productsAutomation toolsPredictive analyticsGenerative AIWorkflow automationSalesforceGainsightOutreach platformConsultative problem-solvingExecutive communicationStakeholder managementCuriosityStrategic thinkingAIMLAnalyticsSales
About this role
Outreach is a leading AI platform for revenue teams, focused on enhancing customer success through technology. The Senior Enterprise Customer Success Manager will drive platform adoption, assess customer engagement, and provide strategic insights to ensure customer success and retention.
Responsibilities:
- Own a portfolio of customers and ensure they achieve measurable business outcomes
- Drive adoption of core platform capabilities, with a strong focus on AI-powered features
- Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact
- Educate customers on AI capabilities (e.g., automation, predictive insights, personalization)
- Partner with customers to embed AI into their workflows (sales, CS, RevOps, etc.)
- Identify opportunities to expand usage through AI-driven use cases
- Leverage customer data and AI insights to proactively identify risks and expansion opportunities
- Monitor health scores, usage trends, and engagement signals to drive action
- Use AI tools to surface recommendations and next best actions
- Own renewal strategy and mitigate churn/contraction risk
- Identify and drive expansion opportunities (upsell/cross-sell), especially tied to AI value
- Partner with Sales and RevOps to align on account strategy
- Work with Product and Engineering to advocate for customer needs and AI enhancements
- Partner with Professional Services on onboarding and complex implementations
- Provide feedback on AI models, accuracy, and customer sentiment
Requirements:
- 10+ years in Customer Success, Account Management, or Consulting (SaaS preferred)
- Experience managing enterprise customer relationships
- Strong analytical mindset with the ability to interpret data and translate into action
- Proven track record of driving renewals, expansion, and customer outcomes
- Experience working with AI/ML-powered products or automation tools
- Familiarity with concepts like predictive analytics, generative AI, or workflow automation
- Experience using platforms like Salesforce, Gainsight, or Outreach
- Ability to translate AI capabilities into business value for non-technical stakeholders