Manager, Customer Success

Position Overview:

The Manager of Customer Success is a strategic and player-coach role integral to the Customer Success organization, which has responsibility for overseeing and optimizing all customer touchpoints and developing strategic plans to drive value against their evolving business objectives. Day to day you will focus on providing strategic direction and execution support for Customer Success teams responsible for onboarding new customers and driving Service contract renewals. You will call upon previous customer service or relationship management experience, technical and process improvement know-how, and a deep understanding of healthcare customers’ needs, to scale this growing function at Outset.

In collaboration with our Customer Success Strategy and Operations leadership you will identify new lifecycle touchpoints and processes necessary to support customer value attainment. You will serve as the primary interface to Sales leadership to intake and prioritize new customer programs. Success for this role will be measured in KPIs related to customer effort and satisfaction as well as the growth and retention of Customer Success team members.

Essential Job Functions and Responsibilities:

• Lead the customer success management team providing coaching, mentoring, and training.
• Accountable for team resource planning and account assignment for new customer implementations.
• Ensures a smooth flow of information as well as rapid responses to customer requirements. Maintain strategy for identification of customer risks and subsequent mitigation plans.
• Work closely with Service, Sales and Customer Success management to align on renewal forecasting, coverage plans, and account opportunities and risks.
• Be a customer advocate by involving appropriate team members to help resolve any customer issues and escalations.
• Maintains the infrastructure to monitor performance through reporting and timely reviews with stakeholders.
• Optimize company-wide Customer Success implementation and renewal processes in collaboration with the Customer Success strategy and operations team and broader Outset organization.
• Drive cross-functional programs and initiatives to support scaling of the business and integrate the customer success engagement processes with teams throughout Outset (e.g., sales, marketing, product)
• Contributes to a continuous improvement culture utilizing methodologies to improve tools, systems and business processes.
• Collect and provide customer feedback and suggestions to the Product Development Team.
• Manage and track customer satisfaction scores (CSAT), Customer Effort (CE), and Customer Health Score.
• Contribute to building a culture of doing the right things for customers.

Required Qualifications:

• Minimum of 7+ years of progressive work experience within Customer Success and/or new customer implementations or onboarding with a proven record in retaining and growing client accounts
• 3 years of people management experience with strong leadership skills
• BA/BS or equivalent experience

• Passion for delivering customer-centric processes that scale.
• Enjoys ‘getting their hands dirty’ by digging into complex operations.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict, foster honest dialogue and drive decision making.
• Experience with ensuring that client relationship management expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved.
• Self-driven, with a results-oriented work ethic and a positive outlook.
• Strong Computer Skills with a deep understanding of Microsoft suite of Office applications
• Good understanding of Customer Relationship Management (CRM) and Project Management software
• Travel requirements 10-15%

Desired Qualifications:

• Healthcare/Medical Device background strongly preferred.

• Experience specifically with Salesforce, Smartsheet/Microsoft Project, and/or Gainsight is a plus

The Annual Salary Range for this role will be:  $111,000-171,000.* + bonus and stock

We feel passionately about pay equality.  Discretionary adjustments to the position’s starting compensation may be made in consideration of other relevant factors pertaining to eligible applicants, including, but not limited to, their specific skills, level, geographical location, and comparison to other employees already in the same or similar roles.

*This range represents our good-faith and reasonable estimate regarding what we reasonably expect to pay for this position at the time of posting. 

Outset also offers the following benefits:

• Medical 
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays + Volunteer Day