Lead Customer Success Manager

Senior Customer Success Manager, US, West

About OutSystems

One of the fastest growing B2B software companies in the world, OutSystems is on a mission to change the way software is built. We are looking for talented and motivated people to join us as we enable every organization to innovate through the power of software. The OutSystems modern application platform empowers customers to build, deliver, manage and evolve the software that makes a difference to their business. With high-productivity, AI-assisted tools, customers are able to quickly tackle any strategic challenge such as application modernization, workplace innovation, business process automation, and
customer experience transformation. The OutSystems platform also ensures solutions are secure, resilient, cloud-native, built to scale, and most importantly, are able to be continuously evolved. By delivering a best-in-class, state-of-the-art offering, OutSystems has achieved global scale and experienced tremendous recent growth. Today, OutSystems has more than 350,000 developer community members, 1,200 employees, 300 partners, and thousands of active customers in over 60 countries and across 22 industries. Founded in 2001 and headquartered in Portugal, OutSystems now has global offices in the United States, the United Kingdom, the Netherlands, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, and Singapore, as well as a thriving, world-wide community of remote
employees.

OutSystems team members are at the core of a dynamic, industry-leading company that is helping customers of all sizes and all across the globe to build applications fast, right and for the future. 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
● Manages a list of our strategic customers and important initiatives; blend of tier 1 and 2 accounts, multiple segments
● 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.
● 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

Qualifications
● 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
Location:
● US, West
What we have to offer you?
● A company that continues to grow, change and innovate, and gives our teams the space to be proactive and creative.

● Real career opportunities. We care about growth and development. Vertical career progression is an obvious possibility, but we also offer the possibility for lateral moves, joining different teams, and mastering specific skills.
● Work colleagues that are as smart, hardworking and driven as you – and a team that is global.
● A company culture that is based on transparency, teamwork and excellence (as promised in our Small Book of the Few Big Rules and delivered every day.)
● Disrupting the status quo is in our DNA. In fact, it’s why our company exists.
● We “Ask Why” a lot. It helps us connect our individual work to the bigger picture and sometimes even uncover a better way.