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About OutreachOutreach, 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. The RoleThis role owns post-sales operations and the programs that drive retention and growth of existing and new customers. You will run the customer lifecycle operations across onboarding, adoption, renewal, and expansion, and own renewal forecasting that gives the business a clear read on the book.This is a builder's role at the center of how the team puts AI to work. You will design and run processes including AI and agentic workflows that surface risk earlier and catch expansion signals sooner, so the team can act faster, and you will support the digital CS strategy that drives adoption and delight across our user base.You will lead a team, partner closely with Customer Success leadership, and own the data and programs that prove the work is driving real revenue.Location: Ideal location is based in Seattle or Atlanta near in office teams. We are open to remote within the U.S.Your Daily Adventures Will IncludeProcess design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement Support organizational Change by rolling out new processes and systems and supervise adoption, both internally and externally to ensure consistency Analyze positive and negative trends utilizing data from customers, individuals and systems to provide data interpretationLeveraging data to identify gaps, assess goals and targets, produce gap analysis and promote process & designUse AI to drive retention and expansion. Design and run AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them.Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time.Run weekly renewal forecast cadence in partnership with CS leadership.Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one.Lead and grow a team, and communicate clearly from the top down, including executive correspondence.Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working.Partner with Customer Success, Product, and Revenue leadership to turn insight into pipeline.Our Vision of You5+ years of experience in Customer Success or Account Management5+ years of experience in Customer Operations, or Revenue Operations, with at least 2 years people leadership experienceReal, hands-on experience putting AI or automation to work in a customer-facing context. You have shipped something, not just talked about it.A builder's instinct for process and programs, backed by strong analytics and a habit of measuring impact.Prior customer-facing experience with complex software, and fluency with tools like Salesforce and Outreach.Excellent communication and the judgment to set priorities in a fast-moving environment.Bachelor's degree or equivalent experience.Why You’ll Love It HereFlexible time off401k to help you save for the futureGenerous medical, dental, and vision coverage for full-time employees and their dependentsA parental leave program that includes options for a paid night nurse, and a gradual return to workInfertility/ assisted reproductive services benefitEmployee referral bonuses to encourage the addition of great new people to the teamSnacks and beverages in the Office, along with fun events to celebrateDiversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/MilitaryThe base salary range for this role is $120,000 - $155,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, location and experience. Final offers are determined through a holistic assessment and will vary within the posted range. Your Recruiter will share specific details based on your location and role during the hiring process.Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion,
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