Principal Customer Success Manager

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.

About the Team:

Customer Success at Outreach exists to drive measurable business outcomes by embedding Outreach into the core revenue workflows of our customers. We partner strategically across Sales, RevOps, Enablement, and Leadership teams to remove barriers to adoption, optimize performance, and support long-term retention and growth.  
  
Our focus is not only customer satisfaction — it is operational impact. We align cross-functional stakeholders internally and externally to ensure Outreach drives real business results.

The Role:

The Principal Customer Success Manager is a senior individual contributor responsible for driving outcomes across a focused portfolio of Outreach’s most strategic customers in the region (3–5 accounts).

In addition to owning these high-value relationships, the Lead CSM acts as a senior peer within the Customer Success team — helping elevate standards, support account strategy, and mentor others. This is not a people management role, but it carries influence, accountability, and regional leadership responsibility.

This role combines strategic account ownership with team impact, operating as a trusted partner to both customers and internal stakeholders.

Location: London (hybrid with 2 days in office each week).