Lead Customer Success Manager

Senior Customer Success Manager - Lead

Due to an ever expanding client base, OutSystems is hiring a Senior Customer Success Manager to ensure the most strategic customers are realising the full value from OutSystems products and solutions across their entire global enterprises. OutSystems is a leading AI Development Platform built for the enterprise. Global organizations trust OutSystems to rapidly build mission critical apps and agents, modernise legacy processes with agentic systems, and govern their entire AI portfolio across complex regulatory environments, all on one unified platform.

What You Will Do

• Responsible for managing high touch accounts to increase product adoption and expansions.
• Renew contracts that are allocated.
• Exposure to different industries is an advantage given variable vertical markets.
• Onboard new customers.
• Educate the customer on OutSystems' best practices, resources, and training materials.
• Maintain communication with your customers to ensure success in their development and identify bottlenecks early.
• Be a key player of a growing global Customer Success team managing a large customer base and important initiatives.
• Provide business and product knowledge and develop/execute effective success plans to drive customer outcomes.
• Educate customers on how existing and new product features/functionality will contribute to the growth of their business.
• Work cross functionally with multiple OutSystems teams to manage escalations, remove blockers, and ensure customers can adopt and maximise utilisation of our platform.
• Be an advocate for your customers by identifying and quantifying the key factors for Customer Success and communicating them effectively to drive solutions provided by OutSystems.
• Bring intelligent and relevant product feedback and recommendations from customers back to the Product Management team.
• Gather insights and data regarding consumption trends and risk factors.
• Be innovative and make an impact on your customers, on your team, and on the company.
• Manage a large customer base efficiently and effectively.
• Increase executive visibility into your customer base, broaden contacts, and build champions.

Qualifications

• Bachelor's Degree (or equivalent) or higher.
• 5+ years experience in a customer facing services role such as Technical Account Management, Customer Success Management, Solution Engineering/Architecture, or Professional Services.
• Proven ability to multi task and adapt to constant change.
• Ability to gather and analyse data and apply it to your account management strategies.
• Proven ability to consistently deliver projects, drive successful technical programs, and manage technical accounts.
• Experience working with a technical customer base and/or corporate IT projects and processes.
• Proven ability to influence people internally and externally to drive outcomes.
• A highly qualitative approach to understanding, measuring, and forecasting customer behaviour and revenue.
• Ability to work with distributed teams, across geographies and cultures.
• Detail oriented and well organised.
• Able to work with minimal supervision and very effective at managing time.
• SFDC/Gainsight experience preferable.

As an equal opportunity employer, all qualified applicants receive equal consideration regardless of race, origin, religion, sex, sexual orientation, gender identity, disability, veteran status, or any other protected status.