RVP Customer Success- Scale



Customer Service, Sales & Business Development
Mexico City, Mexico
Posted on Thursday, July 13, 2023
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 collaborative in their approach, balancing the need for scale with the voice of the customer.
The Role
As the RVP Customer Success - Scale, you will spearhead development of digital and scale strategies across Customer Success. Reporting to the SVP of Customer Success & Professional Services, this is a pivotal role that requires the ability to lead teams, rapidly build and design success programs, oversee content for Customer Success, expand CS motions into digital journeys, and continually iterate. In collaboration with Sales, Marketing and the post-sales organization you will help our team deliver a seamless customer journey, build best practices and help a fast growing company deliver against customer promises.
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 collaborative in their approach, balancing the need for scale with the voice of the customer.
You’ll also dig deep into the analytics working with our analyst team to identify the largest areas of impact. Measuring and monitoring the success of our programs and their achievement of leading and lagging indicators.
This role is based in Mexico City, MX and will be an office based position once an office is established. We are looking for someone locally in Mexico City.

Your Daily Adventures Will Include

  • Lead several teams within Scale including Pooled CS coverage, a Consulting/risk mitigation team, Digital & Scale teams, Instructional Design, and CX Enablement
  • Design an industry-leading Scale function within the broader Customer Success Organization at Outreach, founded on best practices, data driven decisions, and customer outcomes
  • Build Scale programs that help Customer Success positively impact the customer experience without being resource-constrained
  • Deliver mechanisms to ensure customer health and value, resulting in strong retention and expansion numbers
  • Manage the oversight of ongoing Customer Success processes and digital programs, such as lifecycle management, operating rhythms, CS campaigns and webinars
  • Execute the documentation of Customer Success processes and own iteration as processes evolve
  • Oversee the Content function for the Scale Program, including collaborating with other content owners, in marketing, product and customer experience, to ensure alignment and consistency
  • Participate in Content COE programs as part of GTM customer journey alignment initiatives
  • Design and maintain digital customer communication efforts, in partnership with Customer Marketing and other teams
  • Collaborate with the Customer Success leadership team to drive the development of quarterly roadmap and prioritization planning
  • Establish change implementation cadences for process & content, and run the business change requests
  • Understand key business metrics and align with Customer Success leadership regarding trends and forecasting
  • Develop impact-driving digital engagement strategies in partnership with stakeholders across Customer Success, Marketing, PS, Sales, Product Management and Support
  • Partner with Insights & Analytics to identify digital program impacts and opportunities, and to implement appropriate content and process updates for optimal outcomes
  • Partner with Enablement to support ongoing training and tool development to support Scale programs and to drive internal adoption
  • Work with the Customer Success PMO team to launch new programs & initiatives, ensuring a seamless transition to the Scale Programs team once deployed, and then sustain programs over time
  • Be a part of the Success management team and collaborate with the other leaders of the organization to grow the strategy and the team
  • Scale internal Outreach best practices to increase revenue and maintain operational excellence
  • Support technologies that power CS Scale
  • Serve as the liaison for the line of business and other shared service processes and teams

Our Vision of You

  • 8-10 years of experience in Customer Success, Marketing & Customer experience preferably in the SaaS space
  • 8+ years of Program Management and/or Customer Experience Program Management, with at least 2 years of driving strategy and execution of digital-based user and adoption methodologies
  • Proven experience leading and building CS scale programs, supporting thousands of customers with strong measurable outcomes
  • Deep understanding of running a CS organization related to customer health, value and metrics, fostering executive alignment, proving outcomes, strategic advisement, renewals, retention and growth
  • A thoughtful leadership approach balanced with a drive toward outcomes, coaching, and building a team culture aligned with Outreach values
  • Proven ability to align teams and build trust through clear prioritization and closed loop feedback
  • Demonstrated ability to create a strategy and build a team from scratch to scale
  • Strong communication and presentation skills and confidence presenting to executive stakeholders on ideas and status
  • Proven ability to contextualize customer data to drive team performance through digital programs
  • Experience with customer lifecycle programs, customer success programs, content strategy and analytics
  • Systems experience working with Salesforce, Zendesk, Gainsight and Tableau or other data-related software
  • Fluency in English and Spanish is required
  • #LI-ME1