Outreach
Senior Customer Engagement & Lifecycle Manager, Seattle, WA, United States
Senior Customer Engagement & Lifecycle Manager
Seattle | WA | United States
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 200 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
Our company is headquartered in Seattle, but we also have an office in San Francisco and in State College, PA (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 like-minded individuals working towards a common goal, pushing each other to be better tomorrow than we were today.
We're a team of problem solvers and overachievers who seek out others who are also passionate and relentless at their respective crafts. We want to work with people who are ready to buckle up and be a part of an incredible ride. We work hard not because we're told to, but because we genuinely love what we do.
If there's one main message we want you to remember about us, it's that we push others to be best in class at whatever they do, remain humble, and run through brick walls to accomplish their goals. If you come and join us, we'll give you ownership and challenges, and the team support and encouragement to help you hit your personal goals. We'll be stronger together.
Role
Reporting to the Customer Marketing Director, you will work closely with Customer Success and Product Development to design and deliver a world-class experience to every customer that drives product engagement and adoption, renewal, and expansion. In this strategic role, you will use data to identify the key milestones that drive renewal and expansion, define the ideal customer journey from deal close to account renewal, and ensure that every customer achieves significant and measurable value from their investment in Outreach.
Your Daily Adventures Will Include
Develop a customer lifecycle strategy to drive product usage, sentiment, retention, cross-sell and advocacy, e.g. automated onboarding programs for new customers, and behavior-based training programs for customers with low product usage or at-risk behavior profiles
Manage our customer segmentation strategy, including primary segment definition, data capture/integrity, and align campaigns to the varying segments
Own customer communication needs across the business, including managed accounts, unmanaged users, and managing customer communication needs for all internal stakeholders (product updates, surveys promotions, updates, etc)
Define and execute multiple tests to optimize user experience across the lifecycle. Use user research data to create personalized customer journeys to identify needs and goals of discrete customer segments. Define success metrics & develop dashboards
Use business intelligence tools to detect patterns, brainstorm, observe, interpret data, integrate new information, theorize, and make decisions based on multiple factors and options available
Bring a deep understanding of customers minds and hearts to life through compelling acquisition programs in various digital channels, including social and our online customer community
Identify requirements for new unified communication strategy, maximizing impact from various channels (in-app, email, SMS, etc.) and collaborate with product/CX/ops to develop and roll out
Fuel the advocacy team by identifying and targeting happy customers throughout lifecycle and identify opportunities to engage with customers through advocacy (video testimonials, advisory boards, case studies, quotes, etc)
Our Vision Of You
5+ years of customer lifecycle or customer retention marketing experience at a SaaS company
Significant experience with mid-size and enterprise technology businesses strongly preferred
Process oriented and analytical
Deep understanding and empathy for customers, and expertise in primary customer research techniques
Strong lifecycle marketing experience and skills necessary to drive entire strategy for multiple customer segments
Excellent quantitative skills, experience in developing dashboards, ad-hoc analysis and visualization tools and/or SQL preferred
Proven track record of developing and implementing rigorous experiments
Knowledge of Domo, Pendo, Salesforce and Bizible or other similar BI/analytics tools are useful
Knowledge of Influitive, our online customer community technology, will help in this role
Have strong communications (written/verbal), presentation and facilitation skills
Well-rounded interpersonal skill set
Highly self-motivated, self-starter able to work independently
Why you'll love it here
You'll get a chance to make history at one of the fastest growing startups in the nation.
100% medical, dental and vision coverage for full-time employees
Unlimited PTO, competitive salaries, 401k, commuter benefits, professional development opportunities, paid volunteer days, and company outings
Diversity and inclusion programs including unconscious bias training and employee resource groups
Incredible parental leave program (up to 10 weeks for new parents, night nurses, dinner deliveries and more!)
Generous employee referral bonuses
You can bring your well-behaved fur babies to work
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 200 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
Our company is headquartered in Seattle, but we also have an office in San Francisco and in State College, PA (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 like-minded individuals working towards a common goal, pushing each other to be better tomorrow than we were today.
We're a team of problem solvers and overachievers who seek out others who are also passionate and relentless at their respective crafts. We want to work with people who are ready to buckle up and be a part of an incredible ride. We work hard not because we're told to, but because we genuinely love what we do.
If there's one main message we want you to remember about us, it's that we push others to be best in class at whatever they do, remain humble, and run through brick walls to accomplish their goals. If you come and join us, we'll give you ownership and challenges, and the team support and encouragement to help you hit your personal goals. We'll be stronger together.
Role
Reporting to the Customer Marketing Director, you will work closely with Customer Success and Product Development to design and deliver a world-class experience to every customer that drives product engagement and adoption, renewal, and expansion. In this strategic role, you will use data to identify the key milestones that drive renewal and expansion, define the ideal customer journey from deal close to account renewal, and ensure that every customer achieves significant and measurable value from their investment in Outreach.
Your Daily Adventures Will Include
Develop a customer lifecycle strategy to drive product usage, sentiment, retention, cross-sell and advocacy, e.g. automated onboarding programs for new customers, and behavior-based training programs for customers with low product usage or at-risk behavior profiles
Manage our customer segmentation strategy, including primary segment definition, data capture/integrity, and align campaigns to the varying segments
Own customer communication needs across the business, including managed accounts, unmanaged users, and managing customer communication needs for all internal stakeholders (product updates, surveys promotions, updates, etc)
Define and execute multiple tests to optimize user experience across the lifecycle. Use user research data to create personalized customer journeys to identify needs and goals of discrete customer segments. Define success metrics & develop dashboards
Use business intelligence tools to detect patterns, brainstorm, observe, interpret data, integrate new information, theorize, and make decisions based on multiple factors and options available
Bring a deep understanding of customers minds and hearts to life through compelling acquisition programs in various digital channels, including social and our online customer community
Identify requirements for new unified communication strategy, maximizing impact from various channels (in-app, email, SMS, etc.) and collaborate with product/CX/ops to develop and roll out
Fuel the advocacy team by identifying and targeting happy customers throughout lifecycle and identify opportunities to engage with customers through advocacy (video testimonials, advisory boards, case studies, quotes, etc)
Our Vision Of You
5+ years of customer lifecycle or customer retention marketing experience at a SaaS company
Significant experience with mid-size and enterprise technology businesses strongly preferred
Process oriented and analytical
Deep understanding and empathy for customers, and expertise in primary customer research techniques
Strong lifecycle marketing experience and skills necessary to drive entire strategy for multiple customer segments
Excellent quantitative skills, experience in developing dashboards, ad-hoc analysis and visualization tools and/or SQL preferred
Proven track record of developing and implementing rigorous experiments
Knowledge of Domo, Pendo, Salesforce and Bizible or other similar BI/analytics tools are useful
Knowledge of Influitive, our online customer community technology, will help in this role
Have strong communications (written/verbal), presentation and facilitation skills
Well-rounded interpersonal skill set
Highly self-motivated, self-starter able to work independently
Why you'll love it here
You'll get a chance to make history at one of the fastest growing startups in the nation.
100% medical, dental and vision coverage for full-time employees
Unlimited PTO, competitive salaries, 401k, commuter benefits, professional development opportunities, paid volunteer days, and company outings
Diversity and inclusion programs including unconscious bias training and employee resource groups
Incredible parental leave program (up to 10 weeks for new parents, night nurses, dinner deliveries and more!)
Generous employee referral bonuses
You can bring your well-behaved fur babies to work
I'm interested
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