Customer Success Manager

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. Location: We are only considering candidates on the west coast at this time.

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

Our Vision of You

Required Qualifications 5 years in Customer Success, Account Management, or Consulting (SaaS preferred) Proven experience in growing/maintaining a book of 20-40 clients through driving adoption of tools and influencing customers 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.