Principal Customer Success Manager

We're looking for a Principal Customer Success Manager to drive outcomes across a focused portfolio of Outreach's most strategic customers in the region. The role combines strategic account ownership with team impact, operating as a trusted partner to both customers and internal stakeholders.

Requirements

• 7–10+ years of experience in Customer Success, Account Management, or a related SaaS role supporting complex software and business transformation
• Proven success managing complex or strategic accounts with measurable retention outcomes
• Strong commercial awareness and ability to influence renewal strategy without directly owning pricing
• Experience driving adoption of AI-enabled or automation-driven platforms
• Strong understanding of modern revenue processes and go-to-market workflows
• Demonstrated ability to mentor or coach peers in a professional setting
• High emotional intelligence and ability to build trusted relationships across stakeholder levels
• Ability to influence without direct authority
• Strong communication skills, able to tailor messaging to different audiences
• Self-motivated with a strong sense of ownership and collaborative accountability
• Comfortable operating in ambiguity and helping bring clarity to others

Benefits

• 25 days holiday + 8 bank holidays
• Outreach contributes with monthly contribution towards your pension
• Private medical care for employee and spouse/family with Program Health Plus
• Cashplan is offered through Medicash to help offset out of pocket medical related expenses
• Dental coverage
• Life insurance at 4x annual salary
• 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
• A parental leave program that includes not just extended time off but options for a paid night nurse
• Opportunity to be part of company success via equity program
• Diversity and inclusion programs that promote employee resource groups