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VP of Customer SuccessSeattle, WA, United States

Outreach

VP of Customer Success

Seattle | WA | United States

The Role

The Vice President of Customer Success is responsible for managing the team of Customer Success Managers that works with our customers to demonstrate value of the Outreach tool to expand and renew our customers.
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 managing the team to execute the strategy.
This role reports to the SVP of Customer Success team and is part of the Customer Success Leadership Team. This leader will work cross functionally with other parts of the business including Sales, Marketing, Professional Services, Support, Sales Ops and Product.

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 customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include
    • Develop and lead the strategy and execution of the Customer Success team to support the adoption, expansion and renewal of Outreach customers
    • Work to define and optimize the customer experience of four different segments of customers.
    • Analyze the current customer journey by mapping that journey and working with customers to reduce the effort required for them to succeed
    • Work to create scale within the Customer Success team to execute the customer experience with quality and consistency
    • Hire, retain, and grow Customer Success managers within the team
    • Create an onboarding process and measure its effectiveness by determining the ramp and quality of the ramp of the team
    • Develop and communicate key measures of the team by defining the leading indicators to successful outcomes of each customer journey
    • Work with Customer Success Operations to develop the key dashboards and reports
    • Communicate regularly with the Executive Team on the effectiveness of the programs
    • Work with Customer Marketing to develop marketing activities to support the desired customer outcomes and align to Customer Experience
    • Work with Professional Services to ensure quality handoffs and collaboration during implementation and other project phases
    • Work with Finance to develop and monitor financial metrics for spend and analysis as well as key forecasting models and annual budgets
    • Push Customer Success as a key part of the Outreach culture and work to advocate internally for our customers
    • Develop executive relationships with customers by participation in Executive Business Reviews and other key activities


Basic Qualifications
    • 5-10+ years managing fast-paced, enterprise Customer Success teams preferably at other Enterprise SaaS companies
    • Bachelor Degree and/or equivalent, professional training, and/or certifications
    • Experience quickly building and growing teams from small to very large
    • Experience leading teams in other post sales leadership roles such as Account Management, Technical Support, or Professional Services
    • Enthusiastic and fun leadership style, with the ability to grow teams
    • Problem-solver who loves solving complex problems at scale
    • Strong empathy for the customer
    • Ability to grow revenue
    • Excellent communication skills, both written and verbal, as well as excellent organizational skills
    • Effective interdepartmental communication skills
    • Ability to grow, coach, and mentor employees
    • 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


Preferred Qualifications
    • Knowledge and understanding of Sales as a discipline
    • Aptitude and passion for technology and software products/platforms
    • 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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