Customer Success Consultant, Scale - Outreach

Job Title: Customer Success Consultant, Scale
Job Location: London
Job Listing URL: https://jobs.lever.co/outreach/4e20fa37-c112-4e60-b81b-71010dc3e7a6
Job Description: Outreach is the first and only AI Sales Execution Platform built for intelligent revenue workflows. Built on the world’s largest foundation of customer interactions and go-to-market team data, Outreach’s leading revenue AI technology helps go-to-market professionals and their companies win by intelligently accelerating decision making and elevating sellers to do their best work. Our powerful platform gives revenue teams the tools they need to design, measure, and improve a revenue strategy for every stage of the customer journey, improving efficiency and effectiveness across the entire revenue cycle. Over 6,000 customers, including Zoom, McKesson, Snowflake, SAP, and Okta use Outreach to power workflows, put customers at the center of their business, improve revenue results, and win in the market.

Outreach is a privately held company based in Seattle, Washington, with offices worldwide. To learn more, please visit www.outreach.io.

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
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
Our Vision of You
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