Senior Enterprise Customer Success Manager
Outreach, Seattle, WA, United States
About Outreach
Outreach, 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 Team The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long‑term customer retention and growth. The Customer Success team is 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 even engineering with customers. Customer Success acts as the trusted advisor to our customers, helping Sales Leaders shape their strategy and drive measurable business impact. We work strategically with customers helping them achieve their goals and then partner with our Growth Account Executives to drive renewal strategy.
The Role 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. As a Senior Enterprise Customer Success Manager you’ll be responsible for driving platform adoption, assessing the overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance aligned with their goals. This role acts as a point of contact for customers post‑implementation for guidance in the customer journey, drives value and adoption of the platform, and serves as the voice of the customer internally at Outreach, influencing future product and platform needs based on customer sentiment. A successful team member will be collaborative in approach while advocating for customer needs to improve product, positioning, and capabilities. This position communicates with both internal and external stakeholders.
Location We are considering remote applicants located and based in the PST time zone.
Your Daily Adventures Will Include Customer Outcomes & Value Realization
Own a portfolio of customers and ensure they achieve measurable business outcomes
Drive adoption of core platform capabilities, with a strong focus on AI‑powered features
Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact
AI Adoption & Enablement
Educate customers on AI capabilities (e.g., automation, predictive insights, personalization)
Partner with customers to embed AI into their workflows (sales, CS, RevOps, etc.)
Identify opportunities to expand usage through AI‑driven use cases
Data‑Driven Account Management
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
Retention & Growth
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
Cross‑Functional Collaboration
Work with Product and Engineering to advocate for customer needs and AI enhancements
Partner with Professional Services on onboarding and complex implementations
Provide feedback on AI models, accuracy, and customer sentiment
Required Qualifications
10+ years in Customer Success, Account Management, or Consulting (SaaS preferred)
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
Preferred Qualifications (AI‑Focused)
Experience working with AI/ML‑powered products or automation tools
Familiarity with concepts like predictive analytics, generative AI, or workflow automation
Experience using platforms like Salesforce, Gainsight, or Outreach
Ability to translate AI capabilities into business value for non‑technical stakeholders
Key Skills
Strategic thinking and consultative problem‑solving
Executive communication and stakeholder management
Data analysis and storytelling
Change management and adoption enablement
Curiosity and adaptability in a fast‑evolving AI landscape
Why This Role Matters AI is transforming how customers operate—this role ensures they don’t just adopt technology, but fully realize its value. You’ll help customers move from manual processes to intelligent, automated workflows that drive real business impact.
Why You’ll Love It Here
Flexible time off
401(k) to help you save for the future
Generous medical, dental, and vision coverage for full‑time employees and their dependents
A parental leave program that includes options for a paid night nurse, and a gradual return to work
Infertility/ assisted reproductive services benefit
Employee referral bonuses to encourage the addition of great new people to the team
Snacks and beverages in the Office, along with fun events to celebrate
Diversity and inclusion programs that promote employee resource groups such as Outreach Women’s Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
Outreach is an equal‑opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We’re dedicated to hiring the whole human, not just a resume. We look for a diverse pool of applicants, including those from historically marginalized groups.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Compensation 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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About The Team The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long‑term customer retention and growth. The Customer Success team is 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 even engineering with customers. Customer Success acts as the trusted advisor to our customers, helping Sales Leaders shape their strategy and drive measurable business impact. We work strategically with customers helping them achieve their goals and then partner with our Growth Account Executives to drive renewal strategy.
The Role 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. As a Senior Enterprise Customer Success Manager you’ll be responsible for driving platform adoption, assessing the overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance aligned with their goals. This role acts as a point of contact for customers post‑implementation for guidance in the customer journey, drives value and adoption of the platform, and serves as the voice of the customer internally at Outreach, influencing future product and platform needs based on customer sentiment. A successful team member will be collaborative in approach while advocating for customer needs to improve product, positioning, and capabilities. This position communicates with both internal and external stakeholders.
Location We are considering remote applicants located and based in the PST time zone.
Your Daily Adventures Will Include Customer Outcomes & Value Realization
Own a portfolio of customers and ensure they achieve measurable business outcomes
Drive adoption of core platform capabilities, with a strong focus on AI‑powered features
Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact
AI Adoption & Enablement
Educate customers on AI capabilities (e.g., automation, predictive insights, personalization)
Partner with customers to embed AI into their workflows (sales, CS, RevOps, etc.)
Identify opportunities to expand usage through AI‑driven use cases
Data‑Driven Account Management
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
Retention & Growth
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
Cross‑Functional Collaboration
Work with Product and Engineering to advocate for customer needs and AI enhancements
Partner with Professional Services on onboarding and complex implementations
Provide feedback on AI models, accuracy, and customer sentiment
Required Qualifications
10+ years in Customer Success, Account Management, or Consulting (SaaS preferred)
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
Preferred Qualifications (AI‑Focused)
Experience working with AI/ML‑powered products or automation tools
Familiarity with concepts like predictive analytics, generative AI, or workflow automation
Experience using platforms like Salesforce, Gainsight, or Outreach
Ability to translate AI capabilities into business value for non‑technical stakeholders
Key Skills
Strategic thinking and consultative problem‑solving
Executive communication and stakeholder management
Data analysis and storytelling
Change management and adoption enablement
Curiosity and adaptability in a fast‑evolving AI landscape
Why This Role Matters AI is transforming how customers operate—this role ensures they don’t just adopt technology, but fully realize its value. You’ll help customers move from manual processes to intelligent, automated workflows that drive real business impact.
Why You’ll Love It Here
Flexible time off
401(k) to help you save for the future
Generous medical, dental, and vision coverage for full‑time employees and their dependents
A parental leave program that includes options for a paid night nurse, and a gradual return to work
Infertility/ assisted reproductive services benefit
Employee referral bonuses to encourage the addition of great new people to the team
Snacks and beverages in the Office, along with fun events to celebrate
Diversity and inclusion programs that promote employee resource groups such as Outreach Women’s Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
Outreach is an equal‑opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We’re dedicated to hiring the whole human, not just a resume. We look for a diverse pool of applicants, including those from historically marginalized groups.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Compensation 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.
#J-18808-Ljbffr