Customer Success Operations Manager

Job Description

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. About the Team The Go To Market Revenue Operations team is responsible for the strategy, operational excellence, and successful execution of the Sales, Customer Success, and Marketing teams at Outreach. Within GTM Operations, the Customer Experience (CX) Operations team focuses on partnering with and supporting our Customer Success, Professional Services, and Solutions Consulting teams. The Role The CS Operations Manager will play a critical role in building the processes, strategies, and systems that support our customer facing teams, and in ensuring our customers receive ROI from their Outreach partnership. This person will partner directly with Customer Success and cross-functional senior leadership to help take strategies from ideation to execution and iteration. We are looking for someone who is passionate about creating a best-in-class customer experience and scaling that experience across customers of all sizes. We are looking for candidates with an exceptional foundation in customer success and proven experience in creating and optimizing repeatable processes and workflows to deliver an exceptional customer journey. Location: This position is based in Seattle, WA and reports into the GTM Revenue Operations team.

Your Daily Adventures Will Include:

• Partnering with Customer Success leadership to build processes and workflows that support CSM customer engagement. Examples of projects could include: CS operating rhythm, automating scalable workflows, CSM book & capacity planning, using our own Outreach instance better and more programmatically, evaluating and managing of Customer Success Platforms, evaluating and influencing CSM KPIs.
• Owning cross-functional projects in collaboration with Marketing, Product, Sales, Technology, BI and Finance to support customer teams. Examples of projects could include: Customer handoffs, customer QBR process/planning, CSM renewals collaboration, CS identified opportunities processes, renewals strategy, Salesforce process changes, pod selling strategies, customer win/loss analysis and iteration, customer health scoring.
• Process design: With an eye to efficiency, design new and adjust existing customer-centric processes and outcomes in support of continuous improvement
• Organizational Change: Roll out new processes and systems and supervise adoption, both internally and externally to ensure consistency
• Data Interpretation: Analyze positive and negative trends utilizing data from customers, individuals and systems
• Advising and evangelizing cross-functionally on CS strategy and elevating the customer

Our Vision of You:

• 5+ years of Customer Success, Account Management, or Operations Experience, preferably in a SaaS environment
• Customer Focused: Has worked with customers and understands the challenges and workflows of customer facing teams. Has experience leading initiatives to help these teams scale and drive success to customers. Customer-centric mindset, whether that customer is external or internal
• Strategic Project Manager : Shows curiosity around getting to the "why?" behind an issue and what is possible in solutioning for it. Able to influence cross-functionally and keep groups on track to drive toward timely and high quality deliverables
• Technically-Minded: Able to pick up new tools and systems quickly and easily, proficiency in Salesforce and Outreach. CS Platform experience preferred
• Business Acumen : Understands of the various functions of a SaaS business and how they come together in executing workstreams
• Data-Oriented : Comfortable reviewing and analyzing data in order to learn, challenge assumptions, and prioritize business needs. Comfortable navigating in Excel and Tableau
• Strong Communicator : Able to clearly communicate ideas and processes to any audience, from technical colleagues to Executive-level leadership
• Renewals or revenue experience is a plus!

The base salary range for this role is $70,000-$130,000. 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. 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 • Company-organized and personal paid volunteer days to support the community that supports us • Fun company and team outings (or virtual events these days!) because we play just as hard as we work • Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans • A parental leave program that includes not just extended time off but options for a paid night nurse, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents • 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 Apply for this job