Senior Manager – Customer Success Full Time

Responsibilities

• Drive to understand your team’s customers and their problems
• Coach CSMs to understand customer needs and craft strategies
• Execute processes to improve customer engagement and adoption
• Serve as a point of escalation for customer issues
• Meet with key leaders to drive value, retention, and expansion
• Analyze key performance indicators to gauge business health
• Report customer health metrics to GTM Leadership
• Forecast risk and retention of your team’s business
• Provide coaching and feedback to CSMs using KPIs
• Prepare CSMs for live calls and onsite meetings
• Set an example of alignment with Outreach values
• Collaborate cross-functionally with various teams
• Collaborate with other leaders to grow strategy and team
• Perform other duties as assigned

Requirements

• 10+ years of experience in customer success/account management
• 7+ years as a manager with multiple direct reports
• Experience with high volume and complex customer profiles
• Proven track record in building customer relationships
• Experience leading a cohesive, collaborative team
• Proven ability to influence and persuade in complex situations
• Self-starter with ability to understand complex concepts
• Excellent written and verbal communication skills

Benefits

• Annual base salary and variable compensation
• Compensation range between $185,000 – $255,000 OTE
• Incentive compensation and restricted stock units
• Benefits included based on skills and experience