Principal Customer Success Manager

About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses 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, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. 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 to name a few.

About the Team:

Customer Success at Outreach exists to drive measurable business outcomes by embedding Outreach into the core revenue workflows of our customers. We partner strategically across Sales, RevOps, Enablement, and Leadership teams to remove barriers to adoption, optimize performance, and support long-term retention and growth.

Our focus is not only customer satisfaction — it is operational impact. We align cross-functional stakeholders internally and externally to ensure Outreach drives real business results.

The Role:

The Principal Customer Success Manager is a senior individual contributor responsible for driving outcomes across a focused portfolio of Outreach’s most strategic customers in the region (3–5 accounts).

In addition to owning these high-value relationships, the Lead CSM acts as a senior peer within the Customer Success team — helping elevate standards, support account strategy, and mentor others. This is not a people management role, but it carries influence, accountability, and regional leadership responsibility.

This role combines strategic account ownership with team impact, operating as a trusted partner to both customers and internal stakeholders.

Location: London (hybrid with 2 days in office each week).

Your Daily Adventures Will Include:

• Own Strategic Customer Outcomes

• Manage a focused book of 3–5 high-value, complex accounts

• Develop and evolve outcome-based success plans aligned to customer business objectives and renewal timelines

• Drive sustained adoption of Outreach across teams and workflows

• Identify leading indicators of risk and expansion, embedding renewal readiness into ongoing engagement

• Partner closely with Client Account Executives to shape retention and growth strategy while they lead commercial conversations

• Drive AI Adoption & Workflow Evolution

• Guide customers in embedding Outreach’s AI capabilities into daily revenue workflows

• Analyse AI usage patterns and workflow data to identify optimisation, efficiency, and expansion opportunities

• Translate AI-driven productivity gains into measurable business impact (pipeline velocity, rep productivity, forecasting accuracy, win rates)

• Support customers in redesigning elements of their revenue processes to fully leverage automation and agentic capabilities

• Stay ahead of evolving AI features and proactively advise customers on adoption pathways

• Lead Complex Stakeholder Environments

• Build and maintain multi-threaded relationships across key stakeholders

• Navigate varying priorities across Sales, RevOps, Enablement, and leadership

• Maintain clarity and alignment on shared success criteria

• Serve as a consistent, credible advisor throughout the customer journey

• Elevate the Team

• Act as a senior peer and mentor within the Customer Success team

• Support colleagues in shaping account strategy and preparing executive-facing business reviews

• Share best practices, playbooks, and insights across the region

• Provide early visibility on emerging risks or patterns across strategic accounts

• Partner with the regional CS leader to improve consistency, operating rhythm, and performance standards

• Collaborate Cross-Functionally

• Partner with Professional Services on onboarding and value acceleration

• Coordinate with Product, Support, Sales, and Marketing to maximise customer experience

• Represent the voice of strategic customers internally

• Help influence improvements in product positioning and workflow enablement based on customer insight

Our Vision of You:

• Significant experience (typically 7–10+ years) in Customer Success, Account Management, or a related SaaS role supporting complex software and business transformation
• Proven success managing complex or strategic accounts with measurable retention outcomes
• Strong commercial awareness and ability to influence renewal strategy without directly owning pricing
• Experience driving adoption of AI-enabled or automation-driven platforms
• Strong understanding of modern revenue processes and go-to-market workflows
• Demonstrated ability to mentor or coach peers in a professional setting
• High emotional intelligence and ability to build trusted relationships across stakeholder levels
• Ability to influence without direct authority
• Strong communication skills, able to tailor messaging to different audiences
• Self-motivated with a strong sense of ownership and collaborative accountability
• Comfortable operating in ambiguity and helping bring clarity to others

How EMEA CS Operates

• We communicate openly, early, and often
• We take ownership from start to finish
• We are proactive
• We build relationships at every level
• We think strategically and act with purpose
• We learn and adapt

#LI-LT1

Why You’ll Love It Here

● 25 days holiday + 8 bank holidays ● Outreach contributes with monthly contribution towards your pension ● Private medical care for employee and spouse/family with Program Health Plus ● Cashplan is offered through Medicash to help offset out of pocket medical related expenses ● Dental coverage ● Life insurance at 4x annual salary ● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave ● A parental leave program that includes not just extended time off but options for a paid night nurse ● Opportunity to be part of company success via equity program ● 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 ● Employee referral bonuses to encourage the addition of great new people to the team

Outreach is 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.