About the role

Role Overview

As a Senior Customer Success Manager at Outreach, you’ll partner with customers to maximize the value of the company’s AI-powered platform. You’ll combine core customer success responsibilities with AI enablement, leveraging insights and automation to drive adoption and outcomes.

Key Missions

Manage a portfolio of customers and ensure they achieve measurable commercial results.
Drive adoption of platform capabilities, with emphasis on AI-powered features and credit consumption.
Serve as a strategist and influencer for customers’ AI GTM strategy, shaping how and where AI agents integrate into the customer sales process.
Lead executive business reviews and guide customers through organizational change related to AI-enabled workflows.

Responsibilities

Own customer accounts and drive renewals and expansion.
Translate technical AI capabilities into business outcomes for non-technical stakeholders.
Lead change management with sellers and frontline sales managers.
Influence VP/C-level stakeholders on AI GTM strategy and adoption.
Collaborate across GTM workflows and partner teams involved in prospecting, pipeline, forecasting, and coaching.

Requirements

5+ years in Customer Success, Account Management, GTM/RevOps, consulting, or sales-process/technology advisory (ideally at a SaaS company).
Experience managing enterprise customer relationships.
Strong analytical mindset to interpret data and turn it into action.
Proven track record driving renewals, expansion, and customer outcomes.
Comfort with AI/agent-based products and translating them to business value.
Demonstrated experience driving software/platform adoption and leading change management.
Strong executive presence and ability to influence leadership on AI GTM strategy.
Familiarity with predictive analytics, generative AI, and workflow automation.
Experience with AI/ML-powered products or automation tools.
Knowledge of GTM workflows (inbound/outbound prospecting, pipeline management, retain/expand motions, forecasting, and coaching cadences).
Working knowledge of creating prompts and consistent use of tools such as Claude and Gemini.
Risk management and mitigation planning experience.
Experience with tools such as Salesforce, Gainsight, or Outreach.

Nice to Haves / Additional Notes

Apply even if you don’t meet every requirement.

About Outreach

Outreach is a SaaS company that provides an AI-powered platform for customer engagement and go-to-market workflows. The role focuses on helping customers maximize platform value through adoption, insights, automation, and measurable business outcomes.

Tags