Customer Success Consultant, Scale

About the Team

The purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey - with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long term customer retention and growth.

The Role

The primary purpose of the Customer Success Consultant Scale is to provide proactive outbound engagements to our customers to help drive product adoption and success. This role conducts one to many sessions (webinars, user groups, etc) for customer populations such as the platform strategy owners, system administrators, or sales leaders. This role also provides guidance, communication strategies, and playbooks for our customers as they continue to use Outreach. This role communicates with both internal and external resources.

Location

This position will be based from our London office and will be a hybrid position (2 days in office each week on Mondays & Wednesdays).

Your Daily Adventures Will Include

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

Our Vision of You

1. 2+ years of professional experience in a customer-facing role, preferably within a B2B environment.
2. 2+ years of experience in a customer success role.
3. Previous experience working in a SaaS environment, preferred.
4. Previous experience in a sales development role, preferred.
5. Demonstrated knowledge and understanding of customer health, value, and retention metrics.
6. Strong problem-solving skills.
7. Effective communication skills, both written and verbal, with the ability to tailor messaging for the audience.
8. Effective and strong presentation skills, especially in a one-to-many forum, both virtual and in person.
9. Strong expectation management skills.
10. Bachelor's degree in a related field, or the equivalent in work experience.