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Serve as a subject-matter expert on the Outreach platform, partner with Sales to perform in-depth discovery, qualify opportunities, deliver value-focused product demonstrations, communicate requirements to onboarding and implementation teams, and collaborate with Product and Customer Success to drive deal progression and successful handoffs.

Lead and grow a team of Technical Support Engineers to deliver enterprise-level SaaS customer support, manage escalations and on-call rotations, drive root cause analysis and incident management, partner with product and engineering, monitor KPIs, mentor support staff, and advocate product changes to improve customer experience.

Lead the vision and strategy for Outreach's Knowledge Graph and contextual AI, overseeing technical direction, team-building, and driving applied science innovation to enhance sales processes.

Lead post-sales operations and programs to drive customer retention, adoption, renewal forecasting, and expansion. Design AI-driven processes and agentic workflows (including Claude), run renewal forecast cadence, build digital/tech-touch strategies, turn health-scoring and customer data into action, and partner with CS, Product, and Revenue leadership. Manage and grow a team while measuring impact and improving customer lifecycle outcomes.

Lead Outreach's PR strategy and execution: write and edit press materials, build reporter relationships, secure media placements/awards/speaking opportunities, manage PR agencies, prepare executives, deliver internal communications, and coordinate cross-functional launch communications while using AI-enabled monitoring and measurement tools.

Lead Outreach's corporate social presence and executive social programs; define social strategy, drive campaign and event activation, grow employee advocacy, monitor social intelligence, and measure performance to increase brand awareness and credibility among revenue and technology leaders.

Manage a portfolio of enterprise customers to drive adoption of Outreach’s AI-powered features, ensure measurable business outcomes (retention, expansion), lead executive reviews, enable AI adoption and change management, surface data-driven insights and risks, own renewal/expansion strategy, and collaborate cross-functionally with Sales, Product, RevOps, and Professional Services.

Design and build per-tenant knowledge graphs and extraction pipelines from conversational and CRM data. Implement entity resolution, ontology population, graph queries, feature extraction, representation learning, and reasoning for recommendations and risk signals. Train/evaluate graph models, collaborate with engineers to productionize models, monitor system health, and maintain data quality.

Design and build per-tenant knowledge graphs and extraction pipelines from sales conversations and CRM data; develop representation learning (GNNs, embeddings), reasoning and inference layers for recommendations, risk scoring, and coaching; partner with engineering and product to move models to production and maintain reliability at scale.