[Hiring] Senior Customer Success Manager @Outreach

Role Description

We're looking for a strategic, data-driven Customer Success Manager to partner with customers in maximizing value from our platform — leveraging AI to drive efficiency, adoption, and business outcomes. This role blends traditional CSM responsibilities with a strong focus on AI enablement, insights, and automation. AI is transforming how our customers operate, and this role makes sure they adopt it while they realize its full value, moving from manual processes to intelligent, automated workflows that drive real business impact.

Success in this role shows up in the numbers our customers and Outreach both care about; Net Revenue Retention, Gross Retention, and AI feature adoption; because when customers realize value, growth follows.

Your Daily Adventures

• Customer Outcomes & Value Realization
  • Own a portfolio of customers and ensure they achieve measurable business outcomes
  • Drive adoption of core platform capabilities, with a focus on AI-powered features and credit consumption
  • Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact
• AI Adoption & Enablement
  • Educate customers on AI capabilities (e.g., automation, predictive insights, personalization)
  • Own credit consumption as a primary, accountable metric for their book of named accounts
  • Define and prioritize AI use cases with the customer — translating a customer's GTM motion into a sequenced roadmap of Amplify agent use cases that drives sustained adoption
  • Lead hands-on change management with sellers and revenue leaders — running enablement sessions, coaching frontline adoption habits, and working with customer managers so the platform is adopted
  • Act as a strategist and influencer on the customer's AI GTM strategy — shaping how and where AI agents get embedded into the customer's sales process
• Data-Driven Account Management
  • 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
• Retention & Growth
  • 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
• Cross-Functional Collaboration
  • Represent the voice of the customer back into Product and Marketing, particularly on agent performance, prompt quality, and adoption friction
  • Partner with Professional Services on onboarding and complex implementations
  • Provide feedback on AI models, accuracy, and customer sentiment

Qualifications

• 5+ years in Customer Success, Account Management, GTM/RevOps, Consulting, or a sales-process/technology advisory role, ideally at a SaaS company with complex, multi-product, AI-enabled offerings
• Demonstrated experience driving software or platform adoption and leading change management with sellers and frontline sales managers
• Strong executive presence and the ability to influence VP/C-level stakeholders on AI GTM strategy and organizational change, not just product usage
• Comfort working with AI/agent-based products and translating technical capability into business outcomes for non-technical stakeholders
• 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
• Strategic thinking and consultative problem-solving mindset

Preferred Qualifications (AI-Focused)

• Experience working with AI/ML-powered products or automation tools
• Familiarity with concepts like predictive analytics, generative AI, or workflow automation
• Working knowledge of core GTM workflows — inbound and outbound prospecting, pipeline management, retain/expand motions, forecasting, and manager coaching cadences
• Working knowledge of how to create prompts and consistent use of tools like Claude, Gemini, etc.
• Experience using platforms like Salesforce, Gainsight, or Outreach
• Curiosity and adaptability in a fast-evolving AI landscape
• Risk management and mitigation planning experience

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