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Customer Success Manager- Emea
4 months ago
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.
About the Team
The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey - with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long term customer retention and growth. 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. We work to connect cross-functional stakeholders from product, marketing, and even engineering with customers.
The Role
The Customer Success Manager is responsible for driving platform adoption, assessing overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. This role acts as a point of contact for customer post implementation for guidance in the customer journey.
Location: Our team enjoys coming in the Shorditch, London office together
Your Daily Adventures Will Include:
Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and Outreach side
Lead and plan regular cadence of meetings with customers while developing onsite cadence with customers for strategic workshops, Business reviews and customer networking
Drive and analyze consumption patterns to provide proactive insights and guidance, and recommend specific solutions to help customers achieve desired outcomes.
Train and enable customers to better incorporate the platform into their workflows and ensure customers are aware of, and educated on, new features and releases
Identify, drive and measure customer’s Desired Business Outcomes (DBOs)
Proactive risk identification and mitigation through use of consumption metrics and trends, in addition to monitoring Outreach application to customer workflows
Provide Voice of Customer back to Marketing, Sales and Product to inform product enhancements and ongoing improvement of platform and services
Identify CSQLs to support account growth and expansion
Tailor communications to the audience by contextualizing customer data and positioning ROI on the overall strategy
Champion the development and follow through on “Create and Close Plans” that seed success for the customerIdentify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green”
Manage customer health escalations and track technical escalations to prioritize customer issues and mitigate risks.
Facilitate AE alignment to ensure issues are communicated and escalated appropriately
Drive the strategy and execution of the customer’s journey with OutreachShare best practice, thought leadership and bench-marking with customers, that aligns to their Desired Business Outcomes (DBOs)
Requirements
Bachelor’s degree in a related field, or the equivalent in work experience
Minimum of 5 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with complex software
Proven experience in growing and maintaining a book of 50-60 clients through driving adoption of tools and influencing customers
Domain knowledge in sales processes, sales execution, or go-to-market strategies
Strong strategic and critical thinking skills
Effective time management and prioritization skills
Ability to synthesize data from multiple sources to make a decision
Self starter/high sense of initiative
Effective active listening skills, with a desire to understand our customer’s business
Ability to build effective relationships
Strong communication skills, both verbal and written, with the ability to tailor communications to the audience as appropriate
Ability to set realistic goals and drive to those outcomes
Ability to navigate complex networks within an organization
Strong business acumen
Why You’ll Love It Here
● Highly competitive salary
● Amazing open area working space with a gorgeous rooftop in the heart of Shoreditch
● Hybrid working policy
● Dog Friendly
● 25 days holiday + 8 bank holidays
● Outreach contributes with monthly contribution towards your pension
● Private medical care for employee and spouse/family with Program Health Plus
● Cashplan is offered through Medicash to help offset out of pocket medical related expenses
● Dental coverage
● Life insurance at 4x annual salary
● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
● Upon return to work from parental leave, parents will receive a stipend to use for night doula support, which is to be used in the first six months after birth
● Opportunity to be part of company success via equity program
● Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
● Employee referral bonuses to encourage the addition of great new people to the team
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