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We are seeking an experienced and strategic Customer Success Leader to manage and scale a team of Customer Success Managers (CSMs) supporting high-touch enterprise customers. In this role, you will work closely with the RVP of Sales and cross-functional field teams—including Solution Architects, Business Value Consultants, Technical Success Managers, Professional Services, and Channel Partners—to set and deliver strategic outcomes for your territory's book of business.
Key Responsibilities
Team Leadership & Development: Oversee, hire, and develop a high-performing team of Customer Success Managers supporting enterprise accounts. Coach team members through effective 1:1s, performance management, and career development strategies.
Strategic Execution & Planning: Partner with the RVP of Customer Success to define operational plans, clear goal-setting, execution strategies, and team metrics that align with broader business objectives.
Customer Experience at Scale: Ensure customer journey principles are central to all decisions. Identify key opportunities to improve customer experience and mitigate account risks cross-functionally.
Territory & Account Management: Assign account portfolios for optimal coverage. Represent the territory in Quarterly Business Reviews (QBRs) and joint strategy planning with sales leadership.
Cross-Functional Collaboration: Partner closely with Sales, Marketing, Product, Finance, and Professional Services to drive adoption, mitigate churn, and maximize customer value.
Data-Driven Reporting: Analyze key metrics, highlights, lowlights, and risk areas across your customer base, delivering monthly insights and strategic recommendations to executive leadership.
Qualifications & Requirements
Experience: 12+ years of customer-facing experience with a proven track record of scaling high-growth enterprise SaaS/PaaS solutions.
Leadership: Demonstrated ability to lead, coach, and inspire teams consisting of individual contributors at varying experience levels.
Sales Partnership: Strong experience partnering directly with enterprise sales leaders to co-manage territory health, retention, and growth strategies.
Domain Expertise: Solid background in Customer Success Management, Program Management, Professional Services, or Business Value Consulting within high-touch enterprise models.
Analytical & Quantitative Skills: Ability to leverage data to understand, forecast, and drive customer behavior, product adoption, and health metrics.
Communication & Soft Skills: Exceptional verbal and written communication skills; human-centric approach across geographies and cultures; intellectual curiosity and a sense of humor.
How you will be measured:
Net Retention Revenue; growing utilization within the existing Customer base
Driving consumption of the product in the existing customer base
Increasing Executive visibility into your Customer base
Increasing Customer health scores
Creating OutSystems advocates in your Customer base
What We Offer
Competitive base salary with an attractive performance-based variable bonus scheme.
Comprehensive medical, health insurance plans.
Modern workspace with hybrid working flexibility.
Structured career pathing, global mobility opportunities, and a diverse, inclusive workplace.
More about OutSystems
OutSystems is a leading AI Development Platform built for the enterprise. Global organizations trust OutSystems to rapidly build mission-critical apps and agents, modernize legacy processes with agentic systems, and govern their entire AI portfolio across complex regulatory environments, all on one unified platform.
As the future becomes agentic, our customers need us now more than ever. While AI has opened the door to extraordinary possibilities, most large organizations find themselves stuck on one side of the "enterprise gap" because AI by itself doesn't solve their complex use…