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Director of Customer Success Programs and OperationsUnited States

Outreach

Director of Customer Success Programs and Operations

United States

The Director of Customer Success Programs & Operations is responsible for leading programs and operational initiatives spanning the strategy, people, process, tools/technology that all must be aligned in order to deliver against key Customer Success initiatives.
Outreach customer success is focused on programs that grow adoption as well as drive and communicate value. This helps us manage the renewal and expansion of our customers. This role will be critical in helping define the strategy and then creating the programs and measures to execute the strategy.
This role reports to the SVP of Customer Success team and is part of the Customer Success Leadership Team. This role will be responsible for the programs and operations of the Customer Success and Professional Services. This role will work cross functionally with other parts of the business including Sales, Marketing, Sales Ops and Product. This role will be a player coach and will require the individual to contribute as well as manage a small team.
Your Daily Adventures Will Include
  • Develop and lead the strategy and production of Customer Success programs that are executed by the CSM team to ensure product adoption and successful business outcomes
  • Work with the Success team data analyst and sales operations to develop the appropriate reports to operationalize the success programs and KPI's
  • Lead a team that develops the tools (playbooks, ebr templates, checkins, etc.) and process to create scale in the customer success organization and drive up weekly active users for our customers
  • Operationalize the account assignment and utilization modeling for the Success organization
  • Own and develop the key delivery methodologies that our Professional Services team utilizes for deployment of projects
  • Participate in the budget process and help identify the necessary staffing, business goals, strategic priorities, and KPI's for the Success team
  • Over the course of the year, lead monitoring and analysis of results vs. plan, key gaps, and recommendations to rectify in partnership with other leaders on the team
  • Lead a team that develops and owns Professional Services Packages and work with sales operations to operationalize the selling
  • Work with Finance to develop and monitor financial metrics for spend and analysis
  • Work with the leadership team to develop the customer journey for each segment and align the programs to each segment
  • Develop and manage mass customer communications and measurement of the effectiveness
  • Coordinate with Customer Marketing to develop and execute scalable programs and campaigns to drive adoption, renewals, expansion, as well as to identify and neutralize customer risk
  • Work with Customer Marketing to align Marketing programs to the customer journey to integrate automated and manual touchpoints
  • Develop and manage customer satisfaction strategy and health measurement, including weekly active users, retention, expansion and customer satisfaction program
  • Develop a strategy for Success Operations and hire to the appropriate budget
  • Coordinate with Product Marketing to ensure successful go-to-market launch of new features by participating in CSM and customer enablement, and ensuring there are clear metrics for feature adoption
  • Own the onboarding and new hire experience for Customer Success and Professional Services, coordinating with managers to track new hire progress and meet milestones
About The Team
When the question is asked, "what kind of company are you?" our answer will always be, "we are a success company- we are here to make our customers successful." The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. CSMs are expected to coach customers to optimize their sales strategy to take advantage of best practices. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team- our customer's pain is our pain and their win is our win.
What We Do
Outreach is the leading sales engagement platform and triples the productivity of sales teams. It empowers them to drive predictable and measurable revenue growth. Outreach makes customer-facing teams more efficient by prioritizing the right activities and scaling customer engagements with automation. With built-in intelligence guiding every action, teams using Outreach work more effectively. By bringing data about prospects and sales activities into a single system of action, the Outreach user's visibility is improved into what really drives results.

Thousands of customers, including Cloudera, Glassdoor, Pandora, and Zillow, rely on Outreach to execute a repeatable playbook, drive collaboration between sales and marketing, and deliver higher revenue per sales rep. To learn more, please visit https://www.outreach.io/ .
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!
Our Vision Of You You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other's back no matter what, we're one with our customers, and we find strength in diversity and inclusion.
BASIC QUALIFICATIONS
  • 5+ years managing fast-paced, high-volume, Customer Success teams or Customer Success Operations teams for enterprise
  • Problem Solver that loves solving complex problems at scale
  • Experience in building strategy, processes and tools that can be consumed by Customer Success and Professional Services teams
  • Experience in building operations to support Professional Services including delivery methodologies
  • Has a passion for customer satisfaction and adoption of technology products
  • Excellent decision making and problem-solving capability in a very fast-paced environment
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Effective interdepartmental communication skills
  • Lead by example to provide fun engaged work environment
  • Ability to grow, coach and mentor employees
PREFERRED QUALIFICATIONS
  • Knowledge and understanding of Sales as a discipline
  • Knowledge of salesforce and other sales solutions
  • Aptitude and passion for technology and software products/platforms
  • Bachelor Degree and/or equivalent, professional training, and/or certifications preferred
  • Other leadership training ideal
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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