Customer Success Manager defining successful adoption and guiding customers at Pontosense. Collaborating with Sales, Product, and Operations to enhance customer experience.
About the role
- Principal Customer Success Manager at Outreach managing critical customer accounts and driving AI-enabled solutions for revenue optimization. Leading cross-functional relationships and ensuring impactful customer outcomes.
Responsibilities
- Own Strategic Customer Outcomes
- Manage a focused book of 3–5 high-value, complex accounts
- Develop and evolve outcome-based success plans aligned to customer business objectives and renewal timelines
- Drive sustained adoption of Outreach across teams and workflows
- Identify leading indicators of risk and expansion, embedding renewal readiness into ongoing engagement
- Partner closely with Client Account Executives to shape retention and growth strategy while they lead commercial conversations
- Drive AI Adoption & Workflow Evolution
- Guide customers in embedding Outreach’s AI capabilities into daily revenue workflows
- Analyse AI usage patterns and workflow data to identify optimisation, efficiency, and expansion opportunities
- Translate AI-driven productivity gains into measurable business impact (pipeline velocity, rep productivity, forecasting accuracy, win rates)
- Support customers in redesigning elements of their revenue processes to fully leverage automation and agentic capabilities
- Stay ahead of evolving AI features and proactively advise customers on adoption pathways
- Lead Complex Stakeholder Environments
- Build and maintain multi-threaded relationships across key stakeholders
- Navigate varying priorities across Sales, RevOps, Enablement, and leadership
- Maintain clarity and alignment on shared success criteria
- Serve as a consistent, credible advisor throughout the customer journey
- Elevate the Team
- Act as a senior peer and mentor within the Customer Success team
- Support colleagues in shaping account strategy and preparing executive-facing business reviews
- Share best practices, playbooks, and insights across the region
- Provide early visibility on emerging risks or patterns across strategic accounts
- Partner with the regional CS leader to improve consistency, operating rhythm, and performance standards
- Collaborate Cross-Functionally
- Partner with Professional Services on onboarding and value acceleration
- Coordinate with Product, Support, Sales, and Marketing to maximise customer experience
- Represent the voice of strategic customers internally
- Help influence improvements in product positioning and workflow enablement based on customer insight
Requirements
- Significant experience (typically 7–10+ years) in Customer Success, Account Management, or a related SaaS role supporting complex software and business transformation
- Proven success managing complex or strategic accounts with measurable retention outcomes
- Strong commercial awareness and ability to influence renewal strategy without directly owning pricing
- Experience driving adoption of AI-enabled or automation-driven platforms
- Strong understanding of modern revenue processes and go-to-market workflows
- Demonstrated ability to mentor or coach peers in a professional setting
- High emotional intelligence and ability to build trusted relationships across stakeholder levels
- Ability to influence without direct authority
- Strong communication skills, able to tailor messaging to different audiences
- Self-motivated with a strong sense of ownership and collaborative accountability
- Comfortable operating in ambiguity and helping bring clarity to others
Benefits
- 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
Job title
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Experience level
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Customer Success Manager helping customers successfully integrate Pontosense technology into their operations. Guiding adoption and collaborating with Sales, Product, and Operations teams.
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