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, optimise 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:

At Outreach, Customer Success Managers are revenue accelerators and AI adoption drivers.

As a CSM, you are accountable for driving measurable customer outcomes, accelerating AI-powered workflow adoption, and owning the retention strategy across your book of business. While Client Account Executives lead commercial negotiations, you ensure customers realise sustained value, embed Outreach deeply into their revenue processes, and position the account for long-term growth.

This is a high-ownership, high-impact role requiring strategic thinking, commercial awareness, and the ability to translate product usage into executive-level business value. We value strategic thinking, curiosity, collaboration, and accountability in equal measure.

Location: London (2 days per week in office)

Your Daily Impact

• Drive Measurable Customer Outcomes

• Own outcome-based success plans aligned to customer business objectives, renewal timelines, and long-term growth strategy

• Translate customer goals into structured adoption and AI acceleration plans

• Identify and close value gaps early, ensuring adoption drives measurable business impact

• Embed renewal readiness into every engagement as a byproduct of demonstrated success

• Accelerate AI & Workflow Transformation

• Support customers in advancing their AI adoption maturity across their revenue workflows.

• Analyze Outreach AI usage and workflow performance to identify optimization and expansion opportunities

• Educate customers on evolving AI capabilities and proactively recommend adoption strategies

• Position AI-driven efficiency gains in business terms such as pipeline velocity, win rates, rep productivity, and forecasting accuracy

• Own the Value Narrative

• Translate adoption, AI usage, and performance data into executive-ready ROI stories

• Present quantified value metrics in Quarterly Business Reviews and strategic planning sessions

• Connect product usage to the metrics that matter to Sales Leaders, RevOps, and the C-Suite

• Help customers articulate Outreach’s impact internally to strengthen executive sponsorship

• Lead Proactive Retention Strategy

• Own the retention strategy across your book of business, partnering with the Client Account Executive to ensure renewal readiness and account growth

• Identify leading indicators of risk and define clear mitigation plans early

• Identify and thoughtfully explore expansion opportunities based on demonstrated value.

• Build and maintain multi-threaded relationships (3–5+ stakeholders per account), mapping power and influence to reduce single-thread risk and strengthen renewal and expansion strategy.

• Operate with High Ownership

• Take clear ownership of your accounts from onboarding through renewal and growth, ensuring alignment, continuity, and long-term success.

• Proactively move initiatives forward while aligning stakeholders and maintaining shared clarity on next steps.

• Think strategically and act with purpose across multiple concurrent priorities

• Maintain disciplined account planning, forecasting hygiene, and internal alignment

• Collaborate Cross-Functionally

• Partner with Professional Services on onboarding and value acceleration

• Partner with Sales on renewal and expansion strategy

• Provide structured feedback to Product, representing the voice of your book of business

• Coordinate internal resources to remove roadblocks and maximize customer experience

Our Vision of You:

• 3+ years of experience in Customer Success, Account Management, or a related SaaS role supporting complex software and business transformation
• Proven experience managing a book of 30–50 accounts while driving measurable adoption and retention outcomes
• Demonstrated ability to influence commercial outcomes without directly owning pricing
• Strong understanding of modern revenue processes, sales execution, or go-to-market strategies
• Experience presenting quantified business impact and ROI to senior stakeholders
• Data-fluent: able to analyze usage metrics and translate insights into action plans
• Comfortable discussing AI-driven workflows, automation, and performance optimization
• Strong strategic and critical thinking skills
• Excellent prioritization and time management in a fast-paced environment
• High emotional intelligence and ability to build trust across all levels of an organization
• Strong written and verbal communication skills, with the ability to tailor messaging to different audiences
• Self-starter with a high sense of ownership and accountability
• Bachelor’s degree or equivalent practical experience

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.