When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company—we are here to make our customers successful.” The Customer Success and Support teams are at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We
work to connect cross-functional stakeholders from Product, Marketing, and Engineering with customers. The ownership is tangible on this team—our customers' pain is our pain and their win is our win.
The Program Manager, Supportability is responsible for helping to identify where customer friction originates and systematically eliminating it. You will help execute feedback programs across customers, Support, and Product/Engineering to identify root causes of issues and drive durable fixes—through product improvements, better instrumentation, documentation, and other proactive measures. In the day-to-day you will run technical programs that improve supportability, prepare Support for new products and features, and drive change through clear insights. You are a self-starter with strong customer empathy and urgency, organized, process-minded, and an excellent communicator.
Location
#LI-RG1
The offer is contingent upon successfully passing the background screening process.
Your Daily Adventures Will Include
- Drive improvements that impact customer’s support experience as well as reduces their need open tickets
- Identify product changes that reduce the need for customers to contact support
- Maintain a backlog of supportability enhancements and feature requests and advocate for inclusion of those backlog items in release plans
- Help collect and organize feedback from support tickets, escalations, CSAT/NPS verbatims, and product operational data and logs; contribute to classifying and prioritizing themes
- Assist with cross-team prioritization of defects and supportability enhancements; define clear acceptance criteria that include readiness, support KB articles, and customer onboarding of new features
- Prepare Support for launches: coordinate early access/betas, readiness reviews, training, macros, and incident response plans for new features
- Partner with the Analytics team to create dashboards and insights on incident/break-fix trends, top customer pain themes, time-to-workaround, reopen rates, deflection, and cost-to-serve
- Develop insights and executive readouts that connect customer pain to product backlog, quantify ROI of fixes, and track trend movement over time
- Drive problems and roadblocks to resolution with minimal assistance; ensure customers and frontline teams are informed throughout
- Champion self-service by partnering on search quality, in-product tips, guided flows, and auto-diagnostics to reduce avoidable contacts
Our Vision of You
- 7-10+ years of experience in Technical Support, Support Engineering, Customer Success Operations, or Program/Project Management in a SaaS environment
- Strong analytical skills; comfort with data and metrics to size problems and measure impact (e.g., SQL/Snowflake, BI tools like Tableau)
- Understanding of product lifecycle, release management, feature flagging, and change management
- Ability to translate complex technical problems into clear defect reports, reproducible steps, and business impact statements
- Excellent written and verbal communication abilities
- Demonstrated understanding of Support functions and KPIs (e.g., CSAT, reopen rates, time-to-workaround, deflection, cost-to-serve)
- Bachelor’s degree or deep relevant equivalent experience
- You embody our core values: we are trusted advisors, we win as one team and we take ownership
Preferred Qualifications
- Technical understanding of the Outreach platform, features, and company structure
- Demonstrated experience with full program lifecycle ownership—from development to launch to continuous improvement.
- Familiarity with the technologies we use, including Zendesk, Jira, Snowflake, Tableau, Salesforce; plus product analytics/observability (Datadog)
- Experience running betas/early access programs and release readiness for Support
- Exposure to AI/ML-assisted support workflows (e.g., clustering, auto-triage, summarization) and how to operationalize them safely
Skills Required
- 7-10+ years of experience in Technical Support, Support Engineering, Customer Success Operations, or Program/Project Management in a SaaS environment
- Strong analytical skills; comfort with data and metrics
- Excellent written and verbal communication abilities
- Bachelor's degree or deep relevant equivalent experience
Outreach Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Outreach and has not been reviewed or approved by Outreach.
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Parental & Family Support — Parental leave is described as unusually generous, including extended leave and distinctive transition support such as a paid night nurse option and food delivery. Family-oriented benefits are repeatedly positioned as a standout part of the overall package.
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Healthcare Strength — Medical, dental, and vision coverage is described as comprehensive, with the employer covering a majority of premiums in many cases. Mental health support and an EAP for confidential counseling are also included as part of the health offering.
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Equity Value & Accessibility — Equity (stock options/RSUs) is commonly included as part of total compensation and is framed as a meaningful component of rewards. For some roles, equity is viewed as a notable source of upside that complements cash compensation.
Outreach Insights
What We Do
Outreach is the number one sales engagement platform. Using advanced machine learning and AI to automate and prioritize customer touchpoints, Outreach dramatically increases sales reps' effectiveness and ability to drive smarter, more insightful engagement with their customers. We're on a mission to make every customer-facing rep wildly productive.
Why Work With Us
We balance explosive growth with unwavering values. We believe in agility, but we don't compromise on high standards or delivering the best quality. Everyone truly wants to do the right thing. At Outreach, you are not only permitted to own your business, but expected to. If you're excited by ownership, you'll fit right in. You will never be bored.
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