Get the depth of qualitative interviews at the speed and scale of a survey with the power of AI-moderated research. Make better, faster decisions for your business. Backed by Y Combinator.
About the role
Own adoption, retention, and expansion outcomes across a portfolio of 100–200+ Scaled accounts, from onboarding through renewal Keep usage and adoption high in a deliberately lower-touch model — leverage programs, automation, and self-service before reaching for a calendar invite
What they're looking for
- 3–7 years in customer success, account management, CS operations, sales, or lifecycle/growth, including a high-volume portfolio
- Experience building scaled or digital CS programs from scratch, or working as one of the first hires in a scaled CS role
- Technically fluent and self-sufficient with data: product analytics and usage, pulling data with AI tools, and building tooling with AI
- Hands-on with a modern GTM and support stack. Ours is Pylon, Hex, HubSpot, Salesforce, and Claude, we lean heavily on AI day to day and expect you to as well
- Excellent written and verbal communication
- Series A/B/C or fast-paced SaaS experience, with a proactive, ownership-driven approach to ambiguity
More about this role
Outset invented a better way to do research: AI-powered user interviews.
Global brands like Hubspot, Microsoft, Uber and Nestle use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale.
The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services. That's our opportunity.
Outset is backed by top Silicon Valley investors and raised a $30M Series B in December 2025—less than six months after our Series A—led by Radical Ventures with participation from M12 (Microsoft’s venture arm), 8VC, Y Combinator, and Adverb Ventures.
The raise follows a breakout year, with our business growing 8x as enterprise customers across industries adopt our category, AI‑moderated research, as the new standard for understanding people.
We’re a tight-knit team serving some of the world’s largest enterprises.
As a Scaled Customer Success Manager, you'll own adoption, retention, and growth across a mature portfolio of 100–200+ accounts in our Scaled segment — and you'll build the systems that make covering a book that size possible.
You'll determine the right signals, automate...
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