Senior Customer Success Manager
About This Role
Due to an ever-expanding client base, OutSystems is hiring a Senior Customer Success Manager to ensure the most strategic customers are realizing the full value from OutSystems products and solutions across their entire global enterprises.
What You Will Do
Managers a list of our strategic customers and important initiatives, within multiple segments and support tiers
Provides customers with business, technical, and product knowledge.
Develops/executes effective success plans to drive customer outcomes.
Educates customers on how existing and new product features/functionality will contribute to the growth of their business.
Works closely with CS leadership to define and execute best practices for account management.
Assists others at OutSystems as they support the customers in their digitalization journey.
Works closely with Account Executives and Technical Success Managers to identify and nurture customer renewal and growth opportunities to closure.
Acts as the Voice of the Customer. Identifies and quantifies the key factors for customer success and then communicates them effectively to drive the solutions provided by OutSystems.
Develops a plan to meet this criterion based on regularly cadenced communications with the customer (QBRs, Executive Meetings, etc.).
Brings intelligent and relevant product feedback and recommendations from customers back to the Product Management team
Develops a plan to increase the penetration at your Customers that provides for increased OutSystems executive visibility.
Innovates to make an impact: on your customers, your team, and the company
Ability to drive complex adoption scenarios, understand how to drive customers through the Evolving and Scaling phases, and pitching the value of the OutSystems Center of Excellence
5+ years experience in a customer facing role
Experience in a Technical Account Management, Customer Success Management, Solution Engineering/Architecture, or Professional Services role
Experience with large enterprise customers in a SaaS revenue model
Track record of consistently delivering projects, driving successful technical programs, and managing technical accounts
Experience working with a technical customer base and corporate IT projects and processes
Proven ability to lead people internally and externally to drive outcomes
A highly quantitative approach to understanding, measuring, and forecasting customer behavior and revenue
Ability to work across geographies and cultures
Bachelor’s Degree (or equivalent) or higher
US - Remote (Eastern US base preferred)