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Customer Success ManagerSeattle, WA, United States


Customer Success Manager

Seattle | WA | United States

The Role You'll have an opportunity to join the front lines of the emerging discipline of Customer Success within a company that is moving equally as fast. In combination with stellar technology and process, the people that will drive long term success and adoption are the Customer Success Managers (CSMs). The CSMs are the essential advocates by which inbound and outbound activities occur between the customer and Outreach as a whole. CSMs must ensure satisfaction, adoption and renewal. You're a natural leader, and see yourself growing as our team expands.

Your Daily Adventures Will Include
  • Relentlessly drive to understand customers and their problems deeply - better than they know themselves!
  • Build strong relationships with customers and influence all levels of leadership ranging from analysts to C-Level executives
  • Increase adoption in your portfolio of accounts while leveraging our success ecosystem
  • Protect renewals of our accounts through your deliverance of outstanding customer experiences
  • Expand our customers' use of Outreach into different teams and functionality
  • Proactively drive strategic conversations while holding customers accountable for progressing metrics
  • Develop and exhibit proficiency in the product capabilities and sales process best practices
  • Work problems to resolution with minimal assistance by leading with solutions
  • Contribute to defining and refining the initiatives, methodologies, assets, and programs within Customer Success
  • Collaborate with internal teams to improve process and functionality by being the voice of the customer

Our Vision Of You
  • Experience building trust and developing client relationships while being remote
  • Proven record of protecting renewals through operational excellence, driving adoption and influencing the customer
  • Proficient in techniques used to learn a customer's business strategy, process, and solutions
  • History of improving processes, methodologies, programs or frameworks that improved team performance
  • Excellent at managing a high volume of customers and their respective priorities
  • Ability to learn product features and can spontaneously discuss value
  • Ability to maintain a positive attitude, especially in escalated circumstances
  • Skilled in transforming customer vision into actual results within the product
  • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Strength in breaking down problems and providing solutions while leveraging appropriate resources
  • Proficient in basics of SalesForce data schema and configuration
  • Experience with SaaS applications
  • Demonstrates excellent written and verbal communication skills

Preferred Qualifications
  • Knowledge of Sales Processes such as Lead Generation, Pipeline Management, and KPIs
  • Experience with the Software Delivery Lifecycle or implementation of applications
  • Proficient in coaching others in Sales Process best practices

Experience and Education
  • 3-5 years of solid experience in a technical, customer facing role for medium to large scale business in similar industry
  • High School Diploma or equivalent
  • Training / certification in SalesForce is a bonus

  • Willingness to travel; travel could be up to 25% of the time.

What We Do Outreach is a communication platform built from the ground up to help people communicate more effectively. Today we focus on the sales organization, helping them engage with their prospects and customers through email, calling and LinkedIn communication flows.
To put it into perspective, our customers spend the majority of their day living inside our software, relying on it to be more effective communicators with their audience. We think it's pretty cool that we get to build the communication platform of the future; a product that our users cherish.
Outreach was founded in 2014, and we are now over 250 employees strong. Since our first days learning about how people communicate, we became obsessed with understanding our customers' problems, and as a result, we've built by far the most loved product on the market, and have won the hearts and minds (and business) of some incredible organizations around the world.
In addition to our relentless focus on the customer, we've received over $60 million in venture funding, we've won Seattle Business Magazine's 100 Best Places to Work, have been ranked #1 for 2016 Sales Automation/Acceleration software by Ambition and Outreach was named to the 2016 Forbes Cloud 100-Rising Star list as The Rising Star leading the Sales Technology Category.
We aren't slowing down any time soon.

Who We Are Outreach was founded in 2014, and we are now over 250 employees strong. Our privately-held, venture backed company is headquartered in Seattle, but we also have offices in San Francisco and Tampa (both for sales and marketing). If you speak to us, you'll probably see that across any geography, across all our roles and departments, at our heart we are a large group of customer-obsessed individuals working toward a common goal, pushing each other to be better tomorrow than we were today.
While we've been busy creating a product that our users cherish, we've also been recognized as:
Outreach is one of the fastest-growing SaaS companies in history. We aren't slowing down anytime soon, and we bet you can help us reach our goals!

Why You'll Love It Here
  • 100% medical, dental, and vision coverage for full-time employees
  • Unlimited PTO (and people actually use it!)
  • 401k to help you save for the future
  • Company-organized and personal paid volunteer days to support the community that supports us
  • Fun company and team outings because we play just as hard as we work
  • Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
  • A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
  • Employee referral bonuses to encourage the addition of great new people to the team
  • Plus, unlimited snacks and beverages in our kitchen

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