Customer Service Manager

About Outreach Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few. The Role This role owns post-sales operations and the programs that drive retention and growth of existing and new customers. You will run the customer lifecycle operations across onboarding, adoption, renewal, and expansion, and own renewal forecasting that gives the business a clear read on the book. This is abuilder'srole at the center of how the team puts AI to work. You will design and runprocessesincludingAI and agentic workflows that surface risk earlier and catch expansion signals sooner, so the team can act faster, and you will support the digital CS strategy that drives adoption and delight across our user base. You will lead a team, partner closely with Customer Success leadership, and own the data and programs that prove the work is driving real revenue. Location: Ideal location is based in Seattle or Atlantanear inoffice teams. We are open to remote within the U.S. Your Daily Adventures Will Include Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement Support organizational Changeby rollingout new processes and systems and supervise adoption, both internally and externally to ensure consistency Analyze positive and negative trendsutilizingdata from customers,individualsand systemsto provide datainterpretation Leveragingdatatoidentifygaps, assess goals and targets, produce gapanalysisand promote process &design UseAI to drive retention and expansion. Design and run AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them. Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time. Run weekly renewal forecast cadence in partnership with CS leadership. Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one. Lead and grow a team, and communicate clearly from the top down, including executive correspondence. Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working. Partner with Customer Success, Product, and Revenue leadership to turn insight intopipeline. Our Vision of You 5+ yearsof experiencein Customer Successor Account Management 5+yearsofexperiencein CustomerOperations, or Revenue Operations, with at least 2 yearspeople leadership experience Real, hands-on experience putting AI or automation to work in a customer-facing context. You have shipped something, not just talked about it. A builder's instinct for process and programs, backed by strong analytics and a habit of measuring impact. Prior customer-facing experience with complex software, and fluency with tools like Salesforce and Outreach. Excellent communication and the judgment to set priorities in a fast-moving environment. Bachelor's degree or equivalent experience. $110,000 - $140,000 a year The base salary range for this role is $110,000 - $140,000 USD . You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, location and experience. Final offers are determined through a holistic assessment and will vary within the posted range. Your Recruiter will share specific details based on your location and role during the hiring process. #remote #LI-AK1 Why You’ll Love It Here • 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 Outreach is 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. 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.