About the role
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 When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company—we are here to make our customers successful.” The Customer Success and Support teams are at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We work to connect cross-functional stakeholders from Product, Marketing, and Engineering with customers. The ownership is tangible on this team—our customers' pain is our pain and their win is our win.
The Role The Program Manager, Supportability is responsible for helping to identify where customer friction originates and systematically eliminating it. You will help execute feedback programs across customers, Support, and Product/Engineering to identify root causes of issues and drive durable fixes—through product improvements, better instrumentation, documentation, and other proactive measures. In the day-to-day you will run technical programs that improve supportability, prepare Support for new products and features, and drive change through clear insights. You are a self-starter with strong customer empathy and urgency, organized, process-minded, and an excellent communicator. Location : While we are remote-friendly, we remain an "office-centric" company. This role is categorized as hybrid and it is expected you live in a reasonable proximity to the office in Prague so you would be able to connect with your team on weekly regular basis, attend in-person meetings and company events. This is a full-time, permanent role, not eligible for contractors and for work from other countries. \n Your Daily Adventures Will Include Drive improvements that impact customer’s support experience as well as reduces their need open tickets Identify product changes that reduce the need for customers to contact support Maintain a backlog of supportability enhancements and feature requests and advocate for inclusion of those backlog items in release plans Help collect and organize feedback from support tickets, escalations, CSAT/NPS verbatims, and product operational data and logs; contribute to classifying and prioritizing themes Assist with cross-team prioritization of defects and supportability enhancements; define clear acceptance criteria that include readiness, support KB articles, and customer onboarding of new features Prepare Support for launches: coordinate early access/betas, readiness reviews, training, macros, and incident response plans for new features Partner with the Analytics team to create dashboards and insights on incident/break-fix trends, top customer pain themes, time-to-workaround, reopen rates, deflection, and cost-to-serve Develop insights and executive readouts that connect customer pain to product backlog, quantify ROI of fixes, and track trend movement over time Drive problems and roadblocks to resolution with minimal assistance; ensure customers and frontline teams are informed throughout Champion self-service by partnering on search quality, in-product tips, guided flows, and auto-diagnostics to reduce avoidable contacts Our Vision of You 7-10+ years of experience in Technical Support, Support Engineering, Customer Success Operations, or Program/Project Management in a SaaS environment Strong analytical skills; comfort with data and metrics to size problems and measure impact (e.g., SQL/Snowflake, BI tools like Tableau) Understanding of product lifecycle, release management, feature flagging, and change management Ability to translate complex technical problems into clear defect reports, reproducible steps, and business impact statements Excellent written and verbal communication abilities Demonstrated understanding of Support functions and KPIs (e.g., CSAT, reopen rates, time-to-workaround, deflection, cost-to-serve) Bachelor’s degree or deep relevant equivalent experience Preferred
