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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.About the TeamOur 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 RoleWe'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 AdventuresCustomer Outcomes & Value RealizationOwn a portfolio of customers and ensure they achieve measurable business outcomesDrive adoption of core platform capabilities, with a focus on AI-powered features and credit consumptionLead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impactAI Adoption & EnablementEducate customers on AI capabilities (e.g., automation, predictive insights, personalization)Own credit consumption as a primary, accountable metric for their book of named accountsDefine 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 adoptedAct 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 workflowsData-Driven Account ManagementLeverage customer data and AI insights to proactively identify risks and expansion opportunitiesMonitor health scores, usage trends, and engagement signals to drive actionUse AI tools to surface recommendations and next best actionsRetention & GrowthOwn renewal strategy and mitigate churn/contraction riskIdentify and drive expansion opportunities (upsell/cross-sell), especially tied to AI valuePartner with Sales and RevOps to align on account strategyCross-Functional CollaborationRepresent the voice of the customer back into Product and Marketing, particularly on agent performance, prompt quality, and adoption frictionPartner with Professional Services on onboarding and complex implementationsProvide feedback on AI models, accuracy, and customer sentimentOur Vision of YouRequired Qualifications5+ 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 offeringsDemonstrated experience driving software or platform adoption and leading change management with sellers and frontline sales managersStrong executive presence and the ability to influence VP/C-level stakeholders on AI GTM strategy and organizational change, not just product usageComfort working with AI/agent-based products and translating technical capability into business outcomes for non-technical stakeholdersExperience managing enterprise customer relationshipsStrong analytical mindset with the ability to interpret data and translate into actionProven track record of driving renewals, expansion, and customer outcomesStrategic thinking and consultative problem-solving mindsetPreferred Qualifications (AI-Focused)Experience working with AI/ML-powered products or automation toolsFamiliarity with concepts like predictive analytics, generative AI, or workflow automationWorking 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 OutreachCuriosity and adaptability in a fast-evolving AI landscapeRisk management and mitigation planning experienceWhy 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/MilitaryCompensation for this role is comprised of an annual base salary and a variable component, ranging between $145,000 - $175,000 OTE. You may also be offered incentive compensation, 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.
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