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For Companies At a Glance
- Tasks: Drive customer success and AI adoption while managing key accounts.
- Company: Join Outreach, a leading AI Revenue Workflow Platform transforming sales processes.
- Benefits: Enjoy 25 days holiday, private medical care, and equity opportunities.
- Other info: Be part of a diverse team that values fresh perspectives and collaboration.
- Why this job: Make a real impact by helping customers achieve measurable business outcomes.
- Qualifications: 3+ years in Customer Success or related SaaS roles with strong strategic skills.
The predicted salary is between 36000 - 60000 ÂŁ per year.
About Outreach
Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. Outreach infuses agentic AI to power 100s of use cases across sales motions. From new logo prospecting to renewal and expansion, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Global organizations use Outreach to power their revenue teams, including SAP, Siemens, Snowflake, ZoomInfo, and Verizon to name a few. To learn more, please visit www.outreach.io.
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 II, 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
- 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
- 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
- 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.
- 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
- 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 maximise 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 analyse usage metrics and translate insights into action plans
- Comfortable discussing AI‑driven workflows, automation, and performance optimisation
- Strong strategic and critical thinking skills
- Excellent prioritisation and time management in a fast‑paced environment
- High emotional intelligence and ability to build trust across all levels of an organisation
- 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
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
- Cash plan 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
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.
Customer Success Manager employer: Outreach
Contact Detail:
Outreach Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Outreach on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Outreach's AI capabilities inside out. Be ready to discuss how you can drive measurable customer outcomes and support AI adoption. Show them you’re not just a fit for the role, but that you’re genuinely excited about what they do!
✨Tip Number 3
Practice your storytelling skills! You’ll need to present quantified value metrics in interviews, so think of examples from your past roles where you’ve driven success. Make sure you can connect your experiences to the impact you can have at Outreach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team. Let’s get you in the door!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your experience aligns with the Customer Success Manager role. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; focus on your achievements! Quantify your successes with metrics where possible, like how you improved customer retention or drove adoption rates. We love numbers!
Be Authentic: Let your personality shine through in your application. We value curiosity and collaboration, so don’t be afraid to share your unique perspective and experiences that make you a great fit for our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining our team!
How to prepare for a job interview at Outreach
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and how they relate to AI adoption. Be ready to discuss how you’ve driven measurable outcomes in previous roles, as this will show your understanding of the impact you can have at Outreach.
✨Prepare Your Value Narrative
Craft a compelling value narrative that connects product usage to business outcomes. Think about how you can present ROI stories that resonate with senior stakeholders, as this is crucial for the role. Use specific examples from your past experiences to illustrate your points.
✨Showcase Your Strategic Thinking
Demonstrate your strategic thinking skills by discussing how you've approached complex problems in the past. Be prepared to share examples of how you’ve identified risks and opportunities within accounts, and how you’ve collaborated cross-functionally to drive success.
✨Engage with AI and Workflow Transformation
Familiarise yourself with AI-driven workflows and be ready to discuss how you can support customers in advancing their AI adoption maturity. Highlight any experience you have with automation and performance optimisation, as this aligns perfectly with Outreach's focus.