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.
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
- 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
- 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
- Leverage customer data and AI insights to proactively identify risks and expansion opportunities
- Monitor health scores, usage trends, and engagement signals to drive action
- Use AI tools to surface recommendations and next best actions
- 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
- 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
- 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
- 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
Skills Required
- 5+ years in Customer Success, Account Management, GTM/RevOps, Consulting, or sales-process/technology advisory roles at SaaS companies
- Demonstrated experience driving software/platform adoption and leading change management with sellers and frontline managers
- Strong executive presence and ability to influence VP/C-level stakeholders on AI GTM strategy and organizational change
- 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 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
- Experience working with AI/ML-powered products or automation tools
- Familiarity with predictive analytics, generative AI, or workflow automation concepts
- Working knowledge of prompt creation and tools like Claude or Gemini
- Experience using platforms like Salesforce, Gainsight, or Outreach
- Working knowledge of GTM workflows (prospecting, pipeline management, forecasting, coaching) and related personas (CROs, VPs of Sales, RevOps)
- Curiosity and adaptability in a fast-evolving AI landscape
- Risk management and mitigation planning 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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