客户运营经理（收入运营）
Manager, Customer Operations (Revenue Operations)
关于Outreach
Outreach成立于2014年，是唯一一个完整的代理AI平台，专为收入团队设计。Outreach将代理AI、对话智能和辅助AI相结合，为收入流程中的数百种用例提供支持。从新客户开发到扩展、交易加速、提高留存率和预测，Outreach AI自动化工作流程，让销售人员能够专注于更具战略性的对话和行动。收入负责人可以从连接的账户可见性、绩效洞察和每个GTM团队的更高预测准确性中受益。世界领先的企事业单位使用Outreach来推动他们的收入团队，包括Databricks、SAP、西门子和Verizon等。
职位描述
该职位负责售后运营以及推动现有和新客户留存和增长的项目。你将管理客户生命周期运营，涵盖入职、采用、续约和扩展，并负责续约预测，为业务提供清晰的订单读数。
这是一个位于团队如何应用AI中心位置的构建者角色。你将设计并运行流程，包括AI和代理工作流，更早地揭示风险并更快地捕捉扩展信号，使团队能够更快行动，同时你将支持推动用户基础采用和满意的数字客户成功策略。
你将领导一个团队，与客户成功领导密切合作，并负责数据和项目，证明工作确实带来了实际收入。
地点：理想地点是在西雅图或亚特兰大附近办公室团队。我们接受美国境内的远程办公。
你的日常任务将包括
流程设计 - 注重效率；设计新的并调整现有的以客户为中心的流程和成果，以支持持续改进
通过推出新流程和系统，推动组织变革，并监督内部和外部的采用，以确保一致性
利用来自客户、个人和系统的数据分析正向和负向趋势，提供数据分析解读
利用数据识别差距，评估目标和指标，生成差距分析并推动流程和设计
使用AI驱动留存和扩展。设计并运行AI和代理工作流，包括基于Claude的工作流，及早发现流失风险，识别扩展信号并采取行动。
负责客户生命周期项目，涵盖入职、采用、续约和增长，以及
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About Outreach
Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.
The Role
This role owns post-sales operations and the programs that drive retention and growth of existing and new customers. You will run the customer lifecycle operations across onboarding, adoption, renewal, and expansion, and own renewal forecasting that gives the business a clear read on the book.
This is a builder's role at the center of how the team puts AI to work. You will design and run processes including AI and agentic workflows that surface risk earlier and catch expansion signals sooner, so the team can act faster, and you will support the digital CS strategy that drives adoption and delight across our user base.
You will lead a team, partner closely with Customer Success leadership, and own the data and programs that prove the work is driving real revenue.
Location: Ideal location is based in Seattle or Atlanta near in office teams. We are open to remote within the U.S.
Your Daily Adventures Will Include
Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement
Support organizational Change by rolling out new processes and systems and supervise adoption, both internally and externally to ensure consistency
Analyze positive and negative trends utilizing data from customers, individuals and systems to provide data interpretation
Leveraging data to identify gaps, assess goals and targets, produce gap analysis and promote process & design
Use AI to drive retention and expansion. Design and run AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them.
Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time.
Run weekly renewal forecast cadence in partnership with CS leadership.
Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one.
Lead and grow a team, and communicate clearly from the top down, including executive correspondence.
Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working.
Partner with Customer Success, Product, and Revenue leadership to turn insight into pipeline.
Our Vision of You
5+ years of experience in Customer Success or Account Management
5+ years of experience in Customer Operations, or Revenue Operations, with at least 2 years people leadership experience
Real, hands-on experience putting AI or automation to work in a customer-facing context. You have shipped something, not just talked about it.
A builder's instinct for process and programs, backed by strong analytics and a habit of measuring impact.
Prior customer-facing experience with complex software, and fluency with tools like Salesforce and Outreach.
Excellent communication and the judgment to set priorities in a fast-moving environment.
Bachelor's degree or equivalent experience.
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Why You’ll Love It Here
• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.