Senior GTM AI Advisor (Customer Success Manager)

The role

You will partner with customers to get measurable value from the Outreach platform, with a focus on AI-powered features and credit consumption. You will lead business reviews, drive adoption, manage renewals and identify expansion opportunities.

What you will do

• Own a portfolio of customers and ensure they achieve measurable business outcomes
• Drive adoption of core platform capabilities, with a focus on AI-powered features and credit consumption
• Lead Executive Business Reviews tied to ROI, productivity gains and revenue impact
• Educate customers on AI capabilities such as automation, predictive insights and personalization
• Define and prioritize AI use cases with the customer and sequence them into a roadmap
• Lead hands-on change management with sellers and revenue leaders
• Use customer data and AI insights to identify risks and expansion opportunities
• Own renewal strategy and mitigate churn and contraction risk
• Identify and drive upsell and cross-sell opportunities, especially tied to AI value
• Represent the voice of the customer back into Product and Marketing

Required qualifications

• 5+ years in Customer Success, Account Management, GTM/RevOps, Consulting, or a sales-process/technology advisory role, ideally at a SaaS company with complex, multi-product, AI-enabled offerings
• Demonstrated experience driving software or platform adoption and leading change management with sellers and frontline sales managers
• Strong executive presence and the ability to influence VP/C-level stakeholders on AI GTM strategy and organizational change
• Comfort working with AI/agent-based products and translating technical capability into business outcomes for non-technical stakeholders
• Experience managing enterprise customer relationships
• Strong analytical mindset with the ability to interpret data and translate into action
• Proven track record of driving renewals, expansion and customer outcomes
• Strategic thinking and consultative problem-solving mindset

Nice to have

• Experience working with AI/ML-powered products or automation tools
• Familiarity with predictive analytics, generative AI or workflow automation
• Working knowledge of core GTM workflows such as prospecting, pipeline management, forecasting and manager coaching cadences
• Working knowledge of how to create prompts and consistent use of tools like Claude and Gemini
• Experience using platforms like Salesforce, Gainsight or Outreach
• Curiosity and adaptability in a fast-evolving AI landscape
• Risk management and mitigation planning experience

Benefits

• Flexible time off
• 401k
• Medical, dental and vision coverage for full-time employees and their dependents
• Parental leave program with options for a paid night nurse and a gradual return to work
• Infertility and assisted reproductive services benefit
• Employee referral bonuses
• Snacks and beverages in the office and team events
• Diversity and inclusion programs and employee resource groups

About the company

Outreach, founded in 2014, is an agentic AI platform for revenue teams. Enterprise customers including Databricks, SAP, Siemens and Verizon use it to power their sales and revenue operations.