About the Team
Our Commercial Account Management team is a group of curious, driven advisors who believe that growing together makes everyone better and that our customers feel it when we show up. We own the full customer relationship: renewals, expansions, and every moment in between. We share playbooks, champion each other's accounts, and bring genuine curiosity to the craft of account management. Whether it's a podcast, a case study, or a debrief on a tough renewal, we're always learning. We celebrate wins together, hold each other accountable, and show up as true ambassadors for Outreach, inside and outside the building.
The Role
The primary purpose of the Account Manager is to retain current customers and identify opportunities to grow or expand their presence and usage across the platform. This role is responsible for driving value and adoption within an assigned territory of customers, primarily in our Commercial segment. You are responsible for managing the relationship with current customers, including contract renewals, identifying expansion opportunities, and managing the sales cycle for those expansions. Additionally, you are responsible for driving platform adoption, assessing the overall health of a customer's engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. Your primary points of contact within existing customers will include both above-the-line contacts (CRO, COO, CEO, CFO, and CISO) and below-the-line contacts (System Administrators, GTM Leaders, Marketing and Content, Revenue Operations, etc.). Key performance indicators include, but are not limited to, customer retention and renewal targets, net revenue retention, expansion quota attainment, renewal forecast quality and accuracy, platform utilization and adoption, and customer sentiment. We expect you to act as trusted advisors to the Revenue Office for your customers and to provide guidance throughout the customer's journey.
Elite revenue teams are rethinking how they manage and grow customer relationships, and you'll be the one who shows them the way forward. We're an AI-forward team, embedding AI across our own workflows and bringing that same mindset to every customer conversation. We're looking for AMs with a growth mindset who use AI to surface signals, act on insights, and drive adoption with confidence.
Your Daily Adventures Will Include
Manage a high volume of accounts with proactive engagement to drive customer value and adoption.
Develop and build territory strategy plans using multiple data points from various sources to drive adoption, utilization, and customer sentiment.
Manage the renewal, expansion, and cross-sell attachment of current Outreach customers at high rates to protect revenue retention.
Build partnerships with your customers to realize value, adoption, and business process optimization of the Outreach platform.
Draw on customer successes, best practices, and lessons learned to advise and consult with other customers.
Partner with and influence key stakeholders to best achieve customer goals — removing roadblocks across product adoption, prioritization, and technical challenges, either directly or in collaboration with internal teams.
Apply basic technical proficiency to troubleshoot issues independently and collaborate with technical teams as needed.
Engage with operations teams and multi-thread within accounts to reach key decision makers.
Support the onboarding process by coordinating internal resources and aligning with clients to ensure a seamless, high-quality implementation.
Update and manage systems of record — including Outreach, Salesforce (SFDC), and other relevant tools — to ensure data accuracy and support effective client relationship management.
Identify risks or barriers to client health and provide targeted mitigation strategies to restore account health.
Forecast renewals and expansion pipeline with a high level of accuracy using Outreach's forecast methodology.
Serve as the strategic point of contact for your customers — guiding them through product training, best practices, and value realization on the Outreach platform.
Prioritize multiple projects simultaneously, managing internal and external stakeholders across varying business, technical, and organizational priorities.
Our Vision of You
At least five years of sales lifecycle management, account management, or customer success experience, preferably in a SaaS environment.
Demonstrated curiosity about AI and emerging technologies, with a desire to explore how they can enhance your workflow and drive better outcomes for customers.
Ability to navigate complex organizational networks and influence decisions without direct authority.
Strong business acumen to drive transformation and customer outcomes with complex software.
Experience demonstrating value realization in a product, platform, or service.
Negotiation skills with experience across renewals and expansion sales cycles.
Effective project management and time management skills, with strong prioritization under competing demands.
Effective problem-solving skills and the ability to synthesize data from multiple sources to reach sound decisions.
Deep understanding of sales operations, revenue team strategies, and common KPIs.
Knowledge of various sales methodologies and how to apply them to customer usage of the Outreach platform.
Strong financial acumen with the ability to showcase metrics and potential ROI.
Ability to manage complex renewals and expansion sales cycles.
Ability to build and cultivate strong, trusting relationships and partnerships, both internally and externally.
Effective communication skills, both written and verbal, with the ability to tailor messaging for any audience.
Active listening skills and intellectual curiosity about customers' businesses.
Executive presence and strong interpersonal skills, with the emotional intelligence to navigate complex stakeholder dynamics.
Collaborative by nature, with the initiative to move accounts forward without waiting for direction.
Bachelor's degree in a relevant field or equivalent work experience.
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