Customer Success Manager

New

Skills

Account Management Customer Success Management Data Analysis Effective Communication Emotional Intelligence Product Adoption Project Management SaaS Sales Processes Stakeholder Management

The Customer Success Manager (CSM) is responsible for leveraging the successes, best practices, and learnings from Outreach customers to provide consulting to other clients. This role involves partnering with key stakeholders to achieve customer goals, addressing various challenges related to product adoption, prioritization, or technical issues.

Key Responsibilities
  • Tailor communications to the audience by contextualizing customer data and positioning return on investment and overall strategy.
  • Champion the development and follow-through on Value Plans for accounts, ensuring alignment with clients.
  • Complete activities in the Outreach Operating Rhythm to enhance customer satisfaction, engagement, and value from the platform.
  • Identify risks or barriers to client health and provide targeted mitigation strategies to improve outcomes.
  • Connect internal teams to maximize the customer experience across Product, Professional Services, Support, Sales, Marketing, and Leadership.
  • Prioritize multiple projects and manage several internal and external stakeholders with varying priorities.
  • Partner with Account Executives in renewals and expansion, enabling value-driving programs.
Requirements & Qualifications
  • Bachelor’s degree in a related field or equivalent work experience.
  • Minimum of 5 years of experience in Customer Success Management, Account Management, or related fields in SaaS.
  • Proven experience in managing a book of 20-40 clients and driving adoption of tools.
  • Strong strategic and critical thinking skills along with effective problem-solving capabilities.
  • Ability to synthesize data from multiple sources and make informed decisions.
  • Strong communication skills, both verbal and written, with a high degree of emotional intelligence and empathy.
  • Ability to navigate complex networks within an organization and demonstrate strong business acumen.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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