Customer Success Engineer

About Outreach

Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. Outreach infuses agentic AI to power 100s of use cases across sales motions. From new logo prospecting to renewal and expansion, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions.

Global organizations use Outreach to power their revenue teams, including SAP, Siemens, Snowflake, Zoom Info, and Verizon to name a few. To learn more, please visit (Use the "Apply for this Job" box below)..

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, Rev Ops, Enablement, and Leadership teams to remove barriers to adoption, optimise 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 Customer Success Engineer (CSE) is the technical heartbeat of the Customer Success motion.

This role partners closely with CSMs, Sales, Solutions Consultants, Professional Services, Product, and Engineering to ensure customers are architected for success — from CRM integrations and workflow automation to AI configuration and performance optimisation.

The CSE is responsible for proactively auditing, optimising, and evolving customers’ technical environments to maximise adoption, AI maturity, and business impact.

This is not a reactive support role. It is a strategic technical ownership role embedded within Customer Success.

Location:

London (2 days per week in office)

• Technical Architecture & Integration Ownership
• Conduct proactive CRM sync audits and integration health reviews
• Diagnose and optimise Salesforce or Microsoft Dynamics integrations
• Identify data integrity issues impacting reporting, automation, or AI performance
• Recommend scalable architectural improvements aligned to customer goals
• Partner with Professional Services on complex implementations or redesigns

• AI Configuration & Optimisation
• Conduct AI configuration and utilisation audits across customer environments
• Assess agent performance, credit usage, workflow automation maturity, and configuration alignment
• Identify optimisation opportunities to increase efficiency and measurable outcomes
• Partner with CSMs to align AI adoption to customer success plans
• Provide structured guidance on best practices for agent governance and workflow automation

• Revenue Workflow Performance
• Analyse sequence performance, content effectiveness, and automation design
• Identify technical blockers to adoption or workflow execution
• Map Outreach configuration to customers’ unique revenue processes
• Recommend improvements that increase adoption, productivity, and performance

• Risk Detection & Preventative Engineering
• Proactively identify technical leading indicators of churn risk
• Partner with CSMs to mitigate risk through architectural improvements
• Surface systemic issues across accounts to inform internal strategy
• Develop scalable solutions and documentation to prevent repeat challenges

• Cross‑Functional Collaboration
• Act as the technical bridge between Customer Success and Product/Engineering
• Channel structured customer feedback into roadmap conversations
• Support Sales and Solutions Consulting with technical credibility during renewals and expansions
• Partner with Support on complex escalations requiring architectural insight

• Elevate Technical Standards
• Develop internal playbooks and audit frameworks
• Share cross‑account learnings to improve technical maturity across the region
• Help establish EMEA best practices as the first CSE in‑region
• Contribute to improving documentation, enablement materials, and AI best practice guidelines

• 5+ years supporting or architecting SaaS platforms in enterprise environments
• Strong working knowledge of Salesforce or Microsoft Dynamics integrations
• Experience analysing and…