Senior Customer Success Manager

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're looking for a strategic, data-driven Customer Success Manager to partner with customers in maximizing value from our platform — leveraging AI 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 customers operate, and this role makes sure they adopt it while they realize its full value, moving from manual processes to intelligent, automated workflows that drive real business impact.

Success in this role shows up in the numbers our customers and Outreach both care about; 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 features and 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 proactively identify risks and expansion opportunitie s

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

Identify and drive expansion opportunities (upsell/cross-sell), especially tied to AI value

Partner with Sales and RevOps to 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

Proven track record of 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 familiarity operating alongside 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