Hybrid Customer Success Consultant, Scale

at Outreach

• Job title: Customer Success Consultant, Scale
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $60,000 - $98,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Atlanta, United States

About the role

• Customer Success Consultant driving product adoption for Outreach's AI Revenue Workflow Platform. Providing proactive engagements and conducting workshops to ensure customer success with the platform.

Responsibilities

• Partner with CAEs to mitigate risk of customer churn or contraction
• Partner with Technical Support when necessary to ensure customer questions and needs are met
• Promote and drive customers to self-service options
• Deliver one to many workshops, webinars, or user groups to encourage customer adoption and usage of the Outreach platform.
• Develop and track effectiveness success of one-to-many engagements to inform future customer success strategy
• Proactively monitor customer health to identify customers who may be at risk for churn or contraction
• Perform other duties as assigned

Requirements

• 2+ years of professional experience in a customer-facing role, preferably within a B2B environment
• 2+ years of experience in a customer success role
• Previous experience working in a SaaS environment, preferred
• Previous experience in a sales development role, preferred
• Demonstrated knowledge and understanding of customer health, value, and retention metrics
• Strong problem-solving skills
• Effective communication skills, both written and verbal, with the ability to tailor messaging for the audience
• Effective and strong presentation skills, especially in a one-to-many forum, both virtual and in person
• Strong expectation management skills
• Bachelor’s degree in a related field, or the equivalent in work experience

Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military