Customer Success Engineer

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 The Customer Success Engineer (CSE) is the technical heartbeat of the Customer Success motion.

This role partners closely with CSMs, Sales, Solutions Consultants, Professional Services, Product, and Engineering to ensure customers are architected for success — from CRM integrations and workflow automation to AI configuration and performance optimisation.

The CSE is responsible for proactively auditing, optimising, and evolving customers’ technical environments to maximise adoption, AI maturity, and business impact.

This is not a reactive support role. It is a strategic technical ownership role embedded within Customer Success.

Location: London (2 days per week in office)

Your Impact

• Technical Architecture & Integration Ownership

• Conduct proactive CRM sync audits and integration health reviews

• Diagnose and optimise Salesforce or Microsoft Dynamics integrations

• Identify data integrity issues impacting reporting, automation, or AI performance

• Recommend scalable architectural improvements aligned to customer goals

• Partner with Professional Services on complex implementations or redesigns

• AI Configuration & Optimisation

• Conduct AI configuration and utilisation audits across customer environments

• Assess agent performance, credit usage, workflow automation maturity, and configuration alignment

• Identify optimisation opportunities to increase efficiency and measurable outcomes

• Partner with CSMs to align AI adoption to customer success plans

• Provide structured guidance on best practices for agent governance and workflow automation

• Revenue Workflow Performance

• Analyse sequence performance, content effectiveness, and automation design

• Identify technical blockers to adoption or workflow execution

• Map Outreach configuration to customers’ unique revenue processes

• Recommend improvements that increase adoption, productivity, and performance

• Risk Detection & Preventative Engineering

• Proactively identify technical leading indicators of churn risk

• Partner with CSMs to mitigate risk through architectural improvements

• Surface systemic issues across accounts to inform internal strategy

• Develop scalable solutions and documentation to prevent repeat challenges

• Cross-Functional Collaboration

• Act as the technical bridge between Customer Success and Product/Engineering

• Channel structured customer feedback into roadmap conversations

• Support Sales and Solutions Consulting with technical credibility during renewals and expansions

• Partner with Support on complex escalations requiring architectural insight

• Elevate Technical Standards

• Develop internal playbooks and audit frameworks

• Share cross-account learnings to improve technical maturity across the region

• Help establish EMEA best practices as the first CSE in-region

• Contribute to improving documentation, enablement materials, and AI best practice guidelines

Our Vision of You

• 5+ years supporting or architecting SaaS platforms in enterprise environments
• Strong working knowledge of Salesforce or Microsoft Dynamics integrations
• Experience analysing and improving workflow automation or AI-enabled systems
• Comfortable interpreting data to diagnose technical and operational issues
• Able to translate business objectives into scalable technical solutions
• Proactive, curious, and solutions-oriented
• Strong communicator, able to explain complex technical concepts to non-technical stakeholders
• Organised and disciplined in documentation and process design
• Comfortable operating in ambiguity and building new regional standards

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.