Senior Customer Success Manager

🕒 Julho 29

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $145.000 - $175.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Outreach

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2014

🤖 Inteligência Artificial

🏢 Corporativo

Artificial Intelligence • Sales • Enterprise

A Outreach é uma empresa que oferece uma plataforma de execução de vendas impulsionada por inteligência artificial, projetada para simplificar fluxos de trabalho e aumentar a eficácia dos representantes de vendas. A plataforma utiliza inteligência artificial para prever a receita com precisão, gerenciar negócios e otimizar todo o processo de vendas. A Outreach ajuda as equipes de vendas a priorizar tarefas, identificar prospects e manter o engajamento durante todo o ciclo de vida do cliente, visando, por fim, aumentar as taxas de sucesso e reduzir a rotatividade. Com mais de 6. 000 clientes globais, a Outreach foca em transformar os fluxos de trabalho dos vendedores para consistentemente superar as metas de receita.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• 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