Senior Customer Success Manager

Outreach

17d • $145,000 - $175,000

About The Position

Outreach is seeking a Senior Customer Success Manager to partner with customers in maximizing value from their AI platform. This role focuses on leveraging AI to drive efficiency, adoption, and business outcomes, blending traditional CSM responsibilities with a strong emphasis on AI enablement, insights, and automation. The goal is to ensure customers adopt AI and realize its full value, transitioning from manual processes to intelligent, automated workflows that deliver significant business impact. Success will be measured by key metrics such as Net Revenue Retention, Gross Retention, and AI feature adoption, as customer value realization leads to growth.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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 their GTM motion 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.

Benefits

• Flexible time off
• 401k 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 like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed