Customer Success Manager, EMEA
Outreach
Your Day-to-Day Responsibilities Will Include:
- Applying successes, best practices, and learnings from Outreach customers to consult with others in a similar context
- Partnering with and influencing key stakeholders on the best ways to achieve customer objectives, removing roadblocks as needed—this may include product adoption, prioritisation, or technical solutions (handled directly or in collaboration with internal teams)
- Tailoring communication to your audience by contextualising customer data and clearly positioning return on investment and strategic alignment
- Championing the development and execution of Value Plans that underpin account success across your portfolio, including ensuring alignment with client objectives
- Following the Outreach Operating Rhythm to ensure customer satisfaction, engagement, and realisation of value from the platform
- Identifying risks or threats to customer health and implementing targeted strategies to restore them to a positive status
- Collaborating across internal teams to optimise the customer experience—Product, Professional Services, Support, Sales, Marketing, and Leadership
- Managing multiple projects simultaneously, balancing the priorities of both internal and external stakeholders from business, technical, and organisational perspectives
- Staying informed on sales and revenue trends to increase your industry credibility (e.g. attending events, listening to podcasts, reading books, and reviewing case studies)
- Potentially partnering with Account Executives on renewals and expansions—this includes taking a proactive approach to upcoming renewals and enabling value-driven programmes early, while GRAEs lead on commercial matters
- Performing other duties as required
Our Ideal Candidate:
- Bachelor’s degree in a related field, or equivalent work experience
- At least 5 years’ experience in Customer Success, Account Management, or a similar role within SaaS, supporting business transformation and driving customer outcomes with complex software
- A proven track record of managing a book of 40–50 accounts, driving tool adoption and influencing customer decisions
- Strong domain knowledge of sales processes, execution, or go-to-market strategies
- Excellent strategic and critical thinking capabilities
- Strong problem-solving and analytical skills
- Effective time management and ability to prioritise workload
- Confidence in synthesising data from multiple sources to inform decision-making
- A proactive, self-starting attitude and high level of initiative
- Excellent active listening skills and a desire to understand
- High emotional intelligence and strong empathy for customers
- Ability to build strong, effective relationships
- Exceptional written and verbal communication skills, with the ability to tailor messaging to suit different audiences
- Ability to set realistic goals and work persistently to achieve them
- Strong business acumen and the ability to navigate complex organisational structures