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LeadFull-timeRustGoAI
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Principal Customer Success Manager to drive measurable business outcomes by embedding Outreach into the core revenue workflows of our customers. This senior role focuses on managing high-value, complex accounts and acting as a strategic peer within the Customer Success team.
Key Responsibilities
- →Own strategic customer outcomes and manage a focused book of 3–5 high-value accounts
- →Develop outcome-based success plans aligned to customer business objectives
- →Drive sustained adoption of Outreach across teams and workflows
- →Identify leading indicators of risk and expansion
- →Partner with Client Account Executives to shape retention and growth strategy
- →Guide customers in embedding Outreach’s AI capabilities into daily revenue workflows
- →Analyze AI usage patterns and workflow data to identify optimization opportunities
- →Translate AI-driven productivity gains into measurable business impact
- →Build and maintain multi-threaded relationships across key stakeholders
- →Act as a senior peer and mentor within the Customer Success team
- →Share best practices and insights across the region
- →Collaborate cross-functionally with Professional Services, Product, Support, Sales, and Marketing
Requirements
- ✓Significant experience (7–10+ years) in Customer Success, Account Management, or related SaaS role
- ✓Proven success managing complex or strategic accounts with measurable retention outcomes
- ✓Strong commercial awareness and ability to influence renewal strategy
- ✓Experience driving adoption of AI-enabled or automation-driven platforms
- ✓Strong understanding of modern revenue processes and go-to-market workflows
- ✓Demonstrated ability to mentor or coach peers
- ✓High emotional intelligence and ability to build trusted relationships
- ✓Ability to influence without direct authority
- ✓Strong communication skills
- ✓Self-motivated with a strong sense of ownership
- ✓Comfortable operating in ambiguity
Benefits
- ★25 days holiday + 8 bank holidays
- ★Monthly contribution towards your pension
- ★Private medical care for employee and family
- ★Cashplan to help offset medical expenses
- ★Dental coverage
- ★Life insurance at 4x annual salary
- ★16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
- ★Parental leave program with paid night nurse options
- ★Equity program
- ★Diversity and inclusion programs
- ★Employee referral bonuses
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