Customer Success Manager

New

Skills

Account Management Customer Success Management Data Synthesis Effective Communication Emotional Intelligence Problem Solving Project Prioritization SaaS Sales Processes Stakeholder Management

The Customer Success Manager (CSM) plays a crucial role in ensuring that our customers achieve their goals while maximizing their value from our platform. This position involves consulting with customers, leveraging best practices, and ensuring product adoption and satisfaction.

Key Responsibilities
  • Apply successes, best practices, and learnings from Outreach customers to consult with other customers.
  • Partner with and influence key stakeholders to achieve customer goals, addressing roadblocks related to product adoption, prioritization, and technical issues.
  • Tailor communications by contextualizing customer data and demonstrating return on investment.
  • Champion the development and execution of Value Plans for accounts across the book of business.
  • Complete activities within the Outreach Operating Rhythm to ensure customer satisfaction and engagement.
  • Identify risks to client health and provide targeted mitigation strategies.
  • Connect internal teams to enhance the customer experience.
  • Manage multiple projects and stakeholders with varying priorities.
  • Stay updated on sales and revenue trends to enhance industry credibility.
  • Collaborate with Account Executives on renewals and expansion initiatives.
Required Skills & Qualifications
  • Bachelor’s degree in a related field or equivalent work experience.
  • Minimum of 5 years in Customer Success Management or related roles in SaaS.
  • Proven experience managing a book of 20-40 clients and driving tool adoption.
  • Strong strategic and critical thinking abilities.
  • Effective problem-solving and time management skills.
  • Ability to synthesize data for informed decision-making.
  • Self-starter with initiative and effective active listening skills.
  • Strong emotional intelligence and relationship-building skills.
  • Excellent verbal and written communication skills.
  • Ability to navigate complex organizational networks and demonstrate business acumen.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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