Senior Customer Success Manager

Outreach; United States; Remote; USD 145,000 - 175,000; Full time

Benefits offered by this job

Flexible time off

401k

Medical, dental, and vision coverage

Parental leave

Infertility/assisted reproductive care

Employee referral bonuses

Snacks and beverages in the Office

Diversity and inclusion programs

Job summary

Outreach is seeking a strategic, data-driven Customer Success Manager to partner with enterprise customers and maximize value from our AI-enabled platform. You will drive adoption, renewals, and expansion while shaping the AI GTM strategy and ensuring measurable business outcomes.

You will collaborate with Sales, RevOps, Product, and Professional Services to design implementation plans, run impactful EBRs, and guide customers through AI-driven workflows that deliver real ROI.

Qualifications

• 5+ years in Customer Success or related role in SaaS.
• Experience driving software adoption and leading change.
• Strong executive presence to influence VP/C-level stakeholders.
• Comfort with AI-enabled products and translating tech into business outcomes.
• Experience managing enterprise customer relationships.
• Strong analytical mindset to translate data into action.
• Proven track record of renewals and expansion.
• Strategic, consultative problem-solving mindset.

Responsibilities

• Own a portfolio of customers and ensure measurable business outcomes.
• Drive adoption of core platform capabilities, with a focus on AI-powered features.
• Lead Executive Business Reviews tied to ROI, productivity gains, and revenue impact.
• Educate customers on AI capabilities and automation.
• Define and prioritize AI use cases with customers and translate GTM motions into a roadmap of Amplify agent use cases.
• Lead enablement sessions with sellers and revenue leaders to drive adoption habits.
• Represent the voice of the customer back into Product and Marketing.

Skills

Executive presence

AI familiarity

Data-driven

Strategic thinking

Change management

Enterprise relationships

Renewals/Expansion

Tools

Salesforce

Gainsight

Outreach

Job description

About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.

About the Team

Our Customer Success team is where the promise of the platform becomes real for our customers. We act as trusted advisors - to our customers and to each other - partnering across Sales, Product, Marketing, and Professional Services as one team working toward the same outcome: customers who see measurable value and keep coming back for more. AI is part of how we get there - sharpening the insights we bring to every customer conversation. We lead with a customer-first mindset, take ownership of the results we commit to, and bring the curiosity to keep learning as the way our customers' work continues to evolve.

The Role

We'relooking for a strategic, data-driven Customer Success Manager to partner with customers in maximizing value from our platform -leveragingAI to drive efficiency, adoption, and business outcomes. This role blends traditional CSM responsibilities with a strong focus on AI enablement, insights, and automation. AI is transforming how our customersoperate, and this role makes sure theyadopt it whilethey realize its full value, moving from manual processes to intelligent, automated workflows that drivereal businessimpact.

Success in this role shows up in the numbers our customers and Outreach bothcareabout; Net Revenue Retention, Gross Retention, and AI feature adoption; because when customers realize value, growth follows.

Your Daily Adventures

Customer Outcomes & Value Realization

• Own a portfolio of customers and ensure they achieve measurable business outcomes
• Drive adoption of core platform capabilities, with a focus on AI-powered featuresand credit consumption
• Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact

AI Adoption & Enablement

• Educate customers on AI capabilities (e.g., automation, predictive insights, personalization)
• Own credit consumption as a primary, accountable metric for their book of named accounts
• Define and prioritize AI use cases with the customer - translating a customer's GTM motion (prospecting, pipeline management, forecasting, coaching) into a sequenced roadmap of Amplify agent use cases that drives sustained adoption.
• Lead hands-on change management with sellers and revenue leaders - running enablement sessions, coaching frontline adoption habits, and working with customer managers so the platform is adopted
• Act as a strategist and influencer on the customer's AI GTM strategy - shaping how and where AI agents get embedded into the customer's sales process, and helping to build the internal business case for expanding usage into new teams and workflows

Data-Driven Account Management

• Leverage customer data and AI insights to proactivelyidentifyrisks and expansion opportunities
• Monitor health scores, usage trends, and engagement signals to drive action
• Use AI tools to surface recommendations and next best actions

Retention & Growth

• Own renewal strategy and mitigate churn/contraction risk
• Identifyand drive expansion opportunities (upsell/cross-sell), especially tied to AI value
• Partner with Sales andRevOpsto align on account strategy

Cross-Functional Collaboration

• Represent the voice of the customer back into Product and Marketing, particularly on agent performance, prompt quality, and adoption friction
• Partner with Professional Services on onboarding and complex implementations
• Provide feedback on AI models, accuracy, and customer sentiment

Our Vision of You

Required Qualifications

• 5+ years in Customer Success, Account Management, GTM/RevOps, Consulting, or a sales-process/technology advisory role, ideally at a SaaS company with complex, multi-product, AI-enabled offerings
• Demonstrated experience driving software or platform adoption and leading change management with sellers and frontline sales managers
• Strong executive presence and the ability to influence VP/C-level stakeholders on AI GTM strategy and organizational change, not just product usage
• Comfort working with AI/agent-based products and translating technical capability into business outcomes for non-technical stakeholders
• Experience managing enterprise customer relationships
• Strong analytical mindset with the ability to interpret data and translate into action
• Proventrack recordof driving renewals, expansion, and customer outcomes
• Strategic thinking and consultative problem-solving mindset

Preferred Qualifications (AI-Focused)

• Experience working with AI/ML-powered products or automation tools
• Familiarity with concepts like predictive analytics, generative AI, or workflow automation
• Working knowledge of core GTM workflows - inbound and outbound prospecting, pipeline management,retain/expand motions, forecasting, and manager coaching cadences - along with familiarityoperatingalongside the personas who own them (CROs, VPs of Sales, frontline sales managers,RevOps, and CSMs)
• Working knowledge of how to create prompts and consistent use of tools like Claude, Gemini, etc.
• Experience using platforms like Salesforce, Gainsight, or Outreach
• Curiosity and adaptability in a fast-evolving AI landscape
• Risk management and mitigation planning experience

$145,000 - $175,000 a year

Compensation for this role is comprised of an annual base salary and a variable component, ranging between $145,000 - $175,000 OTE. You may also be offered incentive compensation, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, location and experience. Final offers are determined through a holistic assessment and will vary within the posted range. Your recruiter will share specific details based on your location and role during the hiring process.

Why You'll Love It Here

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.