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Manager, Commercial Customer SuccessSeattle, WA, United States


Manager, Commercial Customer Success

Seattle | WA | United States

The Role
As the Manager of Customer Success, Commercial Accounts you will lead and manage a team of CSMs who are focused on driving customer success by delivering value to our customers. This is a demanding role that relies a mindset of customer-obsessed advocacy and a focus on inspiring teamwork. We expect you to lead-by-example and empower your team to deliver phenomenal customer results. This is a "working manager" position, meaning, you will help to recruit and mentor team members, assist with solutions to everyday customer success needs, and lead customer engagement efforts. In addition, you will collaborate with other managers and teams (including the Outreach product team) to ensure that we are providing outstanding value to our customers.

Your Daily Adventures Will Include
  • Relentlessly drive to understand your team's customers and their problems deeply - and spot trends and develop insights to share with the broader Outreach team
  • Work with CSMs to uncover business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals
  • Create and execute processes and programs to improve customer engagement and adoption, and mitigate customer risk
  • Serve as the a point of escalation for customer issues, and work directly with customers and CSMs 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 and DOMO, to gauge business health on a daily, weekly and monthly basis.
  • Provide active coaching, development, and feedback to CSMs utilizing hard metrics derived from dashboards and reports
  • Provide active coaching to 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
  • Forecast the risk and retention of your team's business and deliver results against monthly, quarterly, and annual objectives
  • Collaborate cross-functionally with Sales, Services, Product, Marketing, and Engineering to better support customers
  • Take responsibility for managing budgets, as applicable, including staff compensation, hiring, and promotions
  • Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team.
  • Work across the entire Organization including sales, engineering, marketing, support and Professional Services.
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

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:
  • Forbes Next Billion Dollar Startups 2017
  • Inc. Best Places to Work 2017
  • Seattle Business Magazine's #1 mid-sized company to work for in Washington State 2017
  • Seattle Business Tech Impact SaaS Award 2017
  • Business Insider's 51 Enterprise Startups to Bet Your Career On In 2018

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
  • Required Qualifications
  • 5+ years of experience in customer success or account management
  • 2-4+ years as a manager with direct reports
  • Experience building trust and developing customer relationships while being remote
  • Experience building a cohesive and collaborative team focused on driving customer outcomes
  • Experience in working with key executives at large customers in a vendor capacity
  • Understanding and experience in Sales strategy and able to work with customers to affect change within their organizations.
  • Experience in enterprise SaaS application that support a large scale business process.
  • Experience in helping direct reports improve through coaching, feedback, and reviews
  • Experience in setting and measuring team KPIs and results
  • History of improving processes, methodologies, programs or frameworks that improved team performance
  • Ability to maintain a positive attitude, especially in escalated circumstances
  • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Demonstrates excellent written and verbal communication skills
Preferred Qualifications
  • Previous experience directly managing remote direct reports
  • Knowledge of Sales Processes such as Lead Generation, Pipeline Management and KPIs
  • Proficient in coaching others in Sales Process best practices
  • Proficient in techniques used to learn a customer's business strategy, process, and solutions

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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