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
One of the largest teams at Outreach, Customer Success is the trusted advisor helping Sales Leaders shape their strategy and drive measurable business impact. We are the experts on our product, the Sales Execution industry, and contextualize together how it delivers value for our customers. A successful team member will be a proven leader who is collaborative in their approach while advocating for customer needs to improve product, positioning, and capabilities.

The Role
As the Regional Vice President of Customer Success, you will lead and manage a team of Success Leaders and CSMs who are focused on delivering value realization for our Enterprise customers. Reporting to the Sr. Vice President of Customer Success & Professional Services, this is a pivotal role that requires the ability to lead a team spanning NORAM. Collaboration with Sales and the post-sales organizations to deliver a seamless customer journey, driving efficiency and scale across CS, building best practices and helping a fast growing company deliver against customer promise are all key priorities for this role.

Location
Seattle, Atlanta or New York

Your Daily Adventures Will Include

Leadership & Team building

Build an industry leading CSM team within the broader Customer Success Organization, founded on best practices, clarity of focus, curiosity, and the ability to translate goals into measurable actions.
Advocate investment in the team's capabilities and ongoing enablement. Partner across the organization to drive a common view of vision, priorities and success.
Manage the team to a key set of activities and indicators across the customer lifecycle.
Provide active coaching, development, and feedback to CS Management within the team as well as CSMs, utilizing hard metrics derived from dashboards and reports as well as in live call and onsite meeting environments.
Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team. Act as an aligned member of CS leadership, providing consistency in vision and priorities across all Segments and regions of CS.
Take responsibility for managing budgets, as applicable, including staff compensation, hiring, and promotions.
Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team.
Serve as an exec escalation point when needed to help the team mitigate risk and provide optimal customer outcomes.

Driving the Business

Delivering value and influencing renewals.
Partnering with CSM and Sales leadership to win renewals and expansion through customer health and value realization programs, while the Growth AE team leads commercial conversations.
Champion the development and follow through on Customer Success Plans that seed the success for your accounts across your book of business, and are aligned on with your clientsIdentifying and acting quickly to resolve red flags that may put renewal at risk.
Fielding Enterprise and Strategic customer escalations as well as supporting EBRs for your team to discuss roadmap, value realization and overall account health.
Forecasting the risk and retention of your team's business and delivering results against monthly, quarterly, and annual goals.
Partnering with internal resources, acting as customer advocate. Connecting internal teams to maximize the customer experience - Product, Professional Services, Support, Sales, Marketing, and Leadership.
Prioritizing multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational.

Our Vision of You

You're a leader with 8-10 years of experience in customer success or account management, including 4+ years as a manager of managers, preferably within a B2B Saas or subscription business environment. Experience managing a $100M+ territory is ideal.
You've built world class, engaged and performance driven Enterprise teams and you are adept at articulating vision and breaking it down for your managers to communicate and execute. You know how to align the team and build trust through clear prioritization and closed loop feedback, as well as build the performance of individuals through coaching, reviews and reward and recognition programs.
You have exceptional pattern recognition - Proven ability to contextualize data to drive team performance, but also showcase ROI for customers.
You have experience setting up and measuring KPIS for high-reaching results and are committed to high business impact. Experience with customer lifecycle programs, customer success programs and analytics preferred.
You're comfortable making strategic trade-offs, and have a history of successful decision-making. You can disagree but commit.
You're an effective communicator who prioritizes quality of work and successful outcomes over ego.
You're an influencer due to the credibility of your results
You're a collaborator who works cross-departmentally to achieve outcomes for our customers.
You have systems experience working with CS Platforms, CS Tools, Tableau or other data-related software.

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, food delivery, 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 (once we're back in the office, that is!)
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

Summary
Company name: Outreach.io
Remote job title: RVP Enterprise Customer Success
Job tags: Account Management, Tableau, Prioritization Skills