Senior Customer Success Manager

About the role

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Our platform integrates 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. 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.

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 a customer's 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

Qualifications

• 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/ML-powered products and translating technical capability into business outcomes for non-technical stakeholders
• Proven track record of driving renewals, expansion, and customer outcomes
• Strategic thinking and consultative problem-solving mindset

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
• 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

Benefits

Flexible time off, 401k, medical, dental, and vision coverage, parental leave program, infertility/assisted reproductive services benefit, employee referral bonuses, snacks and beverages, diversity and inclusion programs, and more.