Customer Success Consultant, Scale
Outreach
Full-time
On-site
Remote Hybrid
Outreach is the first and only AI Sales Execution Platform built for intelligent revenue workflows. Built on the world’s largest foundation of customer interactions and go-to-market team data, Outreach’s leading revenue AI technology helps go-to-market professionals and their companies win by intelligently accelerating decision making and elevating sellers to do their best work. Our powerful platform gives revenue teams the tools they need to design, measure, and improve a revenue strategy for every stage of the customer journey, improving efficiency and effectiveness across the entire revenue cycle. Over 6,000 customers, including Zoom, McKesson, Snowflake, SAP, and Okta use Outreach to power workflows, put customers at the center of their business, improve revenue results, and win in the market.
Outreach is a privately held company based in Seattle, Washington, with offices worldwide. To learn more, please visit www.outreach.io.
About the Team
The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey - with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long term customer retention and growth.
The Role
The primary purpose of the Customer Success Consultant Scale is to provide proactive outbound engagements to our customers to help drive product adoption and success. This role conducts one to many sessions (webinars, user groups, etc) for customer populations such as the platform strategy owners, system administrators, or sales leaders. This role also provides guidance, communication strategies, and playbooks for our customers as they continue to use Outreach. This role communicates with both internal and external resources.
Location
This position will be based from our Atlanta office and will be a hybrid position (2-3 days in office each week).
Your Daily Adventures Will Include
- Partner with CAEs to mitigate risk of customer churn or contraction
- Partner with Technical Support when necessary to ensure customer questions and needs are met
- Promote and drive customers to self-service options
- Deliver one to many workshops, webinars, or user groups to encourage customer adoption and usage of the Outreach platform.
- Develop and track effectiveness success of one-to-many engagements to inform future customer success strategy
- Proactively monitor customer health to identify customers who may be at risk for churn or contraction
- Perform other duties as assigned
Our Vision of You
- 2+ years of professional experience in a customer-facing role, preferably within a B2B environment
- 2+ years of experience in a customer success role
- Previous experience working in a SaaS environment, preferred
- Previous experience in a sales development role, preferred
- Demonstrated knowledge and understanding of customer health, value, and retention metrics
- Strong problem-solving skills
- Effective communication skills, both written and verbal, with the ability to tailor messaging for the audience
- Effective and strong presentation skills, especially in a one-to-many forum, both virtual and in person
- Strong expectation management skills
- Bachelor’s degree in a related field, or the equivalent in work experience
The annual base salary range for this role is $54,000 - $95,500 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.
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Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
• A parental leave program that includes not just extended time off but 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
• Plus, unlimited snacks and beverages in our kitchen
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.