Full-Time
Customer Success Manager II
Posted on 11/15/2024
Outreach
1,001-5,000 employees
Sales engagement platform for B2B clients
Mid, Senior
London, UK
Hybrid position requiring 1-2 days per week in the London office.
- Bachelor’s degree in a related field, or the equivalent in work experience
- Minimum of 5 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software
- Proven experience in growing/maintaining a book of 20-30 clients through driving adoption of tools and influencing customers
- Domain knowledge in sales processes, sales execution, or go-to-market strategies
- Strong strategic and critical thinking skills
- Effective problem-solving skills
- Effective time management and prioritization skills
- Ability to synthesize data from multiple sources to make a decision
- Self starter/high sense of initiative
- Effective active listening skills, with a desire to seek to understand
- Strong emotional intelligence and empathy
- Ability to build effective relationships
- Strong communication skills, both verbal and written, with the ability to tailor communications to the audience as appropriate
- Ability to set realistic goals and drive to those outcomes
- Ability to navigate complex networks within an organization/Strong business acumen
- Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers
- Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams]
- Tailor communications to the audience by contextualizing customer data and positioning return on investment and the overall strategy
- Champion the development and follow through on Value Plans that seed the success for your accounts across your book of business, including vetting alignment on these plans with your clients
- Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from using the platform
- Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client 'back to green'
- Connect internal teams to maximize the customer experience – Product, Professional Services, Support, Sales, Marketing, and Leadership
- Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational
- Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies
- May partner with Account Executives in renewals and expansion; this includes taking a forward-looking view on upcoming renewals and enabling value driving programs early and often
- Perform other duties as assigned
Outreach.io provides a sales engagement platform that helps businesses improve their sales processes and increase revenue. The platform offers tools to automate and streamline various sales outreach activities, including email campaigns, phone calls, and social media interactions. This allows sales teams to work more efficiently and effectively, ultimately helping them close more deals. Outreach.io primarily targets B2B clients across different industries, from small startups to large enterprises. The company operates on a subscription model, where clients pay a recurring fee to access its suite of tools, with different pricing tiers available to meet diverse client needs. This model not only generates steady revenue but also supports continuous updates and improvements to the platform. Outreach.io distinguishes itself from competitors by focusing on automation and data-driven insights, making it easier for sales teams to track customer interactions and optimize their workflows.
Company Stage
N/A
Total Funding
$512.9M
Headquarters
Seattle, Washington
Founded
2014
6 month growth
↑ 3%1 year growth
↑ 0%2 year growth
↓ -16%
Simplify's Take
What believers are saying
- The launch of innovative features like the AI Buyer Copilot demonstrates Outreach.io's commitment to staying at the forefront of sales automation technology.
- Strategic partnerships, such as the one with Syft AI, enhance the platform's capabilities and broaden its market reach.
- Continuous updates and premium add-ons ensure that clients have access to the latest tools and integrations, maintaining high customer satisfaction and retention.
What critics are saying
- The competitive landscape in sales and marketing technology is intense, requiring constant innovation to maintain market position.
- Dependence on a subscription-based revenue model means that any significant churn could impact financial stability.
What makes Outreach unique
- Outreach.io specializes in automating and streamlining sales processes, offering a comprehensive suite of tools that integrate email, phone, and social media interactions, unlike competitors who may focus on only one or two channels.
- The platform's data-driven insights and analytics provide a significant edge in optimizing sales workflows, setting it apart from less data-centric solutions.
- Outreach.io's subscription-based model with various pricing tiers allows it to cater to a wide range of B2B clients, from startups to large enterprises, ensuring flexibility and scalability.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Parental Leave: Extended PTO for both parents, plus unique perks to ease the transition of returning to work.
Full Medical Benefits: Majority of employer paid medical, dental and vision coverage.
401k: A competitive plan to help you save for retirement.
Flexible Time Off: We believe in a healthy work/life balance, and in our employees to make practical time off arrangements.