Customer Success Engineer



Customer Service, Sales & Business Development
United States
Posted on Tuesday, June 18, 2024
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.
About The Team
The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. 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.
As a Customer Success Engineer, your mission is to partner closely with our Customer Success team supporting Outreach’s customers with technical and strategic optimization of the Outreach platform. This role offers an ideal opportunity for individuals with both exceptional customer-facing communication skills and technical/product expertise, eager to advance their careers within a rapidly expanding and forward-thinking organization.
The Role
We are seeking an individual with technical account management, solutions consulting, software administration, or customer success experience to provide complex support and strategic services of our SaaS solution. This individual will work closely with Customer Success Managers, Product Management, Sales Operations, and Technical Support to provide technical best practices, workflow consulting & enablement to an assigned group of customers. This position is an integral part of Outreach’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.
Location: We’re looking to hire this position within the US. #LI-Remote

Your Daily Adventures Will Include

  • Adoption and Consumption
  • Being an Outreach subject matter expert for our platform’s underlying technology as well as for the market(s) we serve. You will act as trusted advisor for both customers and Outreach teammates.
  • Building and maintaining excellent relationships with clients and achieving the highest level of customer satisfaction.
  • Performing in-depth proactive technical audits for customers to resolve escalated issues and suggest technical best practices.
  • Using your business and technical analysis skills to solve complex issues, and creating innovative workarounds and solutions to map Outreach to customer’s unique business needs.
  • Serve as a deliverability expert for our customers, offering guidance on best practices to optimize their email deliverability. Proactively conduct comprehensive reviews of customers' sending practices using Outreach to ensure adherence to industry standards and maximize the effectiveness of their email campaigns.
  • Working as part of our extended Customer Success team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
  • Training and Enablement
  • Create technical best practice resources for internal and external use.
  • Conduct Technical Knowledge training with new CSM hires.
  • Lead internal technical Office Hours for Customer Success Team.
  • Outcomes & Value Realization
  • Lead custom workflow discovery conversations with Revenue Operations, leadership, and end users to understand business objectives, goals, and challenges.
  • Proactive risk identification and mitigation through use of consumption metrics and trends, in addition to monitoring Outreach application to customer workflows.
  • Serve as the internal authority on best practice Outreach Workflows as they align to specific GTM use cases, pain points, and outcomes, along with key features and capabilities that set us apart from our competitors.
  • Learning about the technical configurations and experiences other customers have with their sales stack, so that you can apply these successes and learnings to your future conversations.
  • Thought Leadership & Best Practice
  • Working with the product management and development organizations to channel client feedback and solutions into future releases of the Outreach product suite
  • Liaise with our PDE team to grow our potential market share through new market use cases.
  • Consult and lead customer workshops and webinars to elevate the CSE team as a Trusted Advisor, while ensuring customers realize value from the full breadth of the Outreach solution.

Our Vision of You: At Outreach, we believe it’s your skills and attributes that ultimately make you successful in a role. Here’s what we’re looking for

  • Technical — You learn complex concepts with minimal assistance.
  • Analytical — You are able to translate customer use cases and business goals into brilliant technical solutions.
  • Inquisitive Problem Solver — You are curious and are able to ask the correct questions to get to the root goal or issue quickly. You probe in a way that leads people to step outside their mindset.
  • Flexible — You can easily context-switch between multiple intricate work streams and thrive in a fast-paced environment
  • Excellent Communication Skills — You are able to communicate and present advanced technical solutions effectively to technical and non-technical stakeholders. Strong customer relationship and people skills, as well as excellent written communication and presentation skills.
  • Client-focused attitude — You are an empathetic customer advocate and want to ensure every experience the customer has with your solution is positive.
  • Executive Presence — You have the ability to influence technical decision-makers and executives.
  • Organized — You document processes, build technical resources and guides, and are able to keep focused and prioritize projects.

We think you’ll likely have these skills and attributes if you have the following experience:

  • Exposure to Sales Engagement or Marketing Automation tools or platforms that interface with CRMs. Strong preference for candidates with Outreach experience.
  • Technical knowledge of Salesforce.com or Microsoft Dynamics
  • Previous experience as a Solutions Engineer/Consultant, Technical Account Manager, Customer Success Manager, or Sales Engagement Platform Administrator
  • 5+ years of experience with supporting a SaaS product to enterprise organizations
  • Willingness and ability to travel as needed.
Compensation for this role is a mix of a base salary and a variable component. The total compensation will range between $70,000 - $120,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the book of business being managed, candidate's skills, and qualification.
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
• A parental leave program that includes not just extended time off but 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
• Plus, unlimited snacks and beverages in our kitchen
• We’re 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