Senior Manager, Customer Success

4 days ago


Seattle, United States Outreach Full time
Your Daily Adventures Will Include
    • Relentlessly drive to understand your team’s customers and their problems – and spot trends and develop insights to share with the broader Outreach team
    • Coach and direct CSMs to understand their customer’s business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals
    • Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value
    • Serve as a point of escalation for customer issues, and work directly with customers, CSMs and support to ensure resolutions are met
    • Meet with key leaders at our customers to help drive value, retention and expansion
    • Analyze key performance indicators, leveraging tools such as SalesForce, Outreach and Tableau, to gauge business health on a daily, weekly and monthly basis
    • Report out on customer health metrics to GTM Leadership to proactively identify at-risk customers and provide mitigation strategies as needed
    • Forecast the risk and retention of your team’s business and deliver results against monthly, quarterly, and annual objectives
    • Provide active coaching, development, and feedback to CSMs utilizing KPIs derived from dashboards and reports
    • Provide active coaching and prep for CSMs in live call and onsite meeting environments
    • Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team
    • Collaborate cross-functionally with Sales, Services, Support, Product, Marketing, and Engineering to better support customers
    • Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team
    • Perform other duties as assigned


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