Outreach Appoints Vice President Of Customer Success

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Andrew Kinzer

Outreach, the sales acceleration platform, today announced the appointment of Michael Santiago as vice president of customer success. Santiago joins the executive management team in the company’s Seattle headquarters and brings a proven ability to build and manage high-performing customer success teams that drive recurring revenue. In this new role, Santiago will lead all activities related to customer management and support and will be responsible for ensuring the success of Outreach’s more than 1,200 customers and growing recurring revenue.

“Our customer success team is core to our growth strategy and is why we are bringing in Michael as a vice president in the earlier stage of the organization,” said Manuel Medina, co-founder and CEO of Outreach. “Michael’s team’s objective is to guide customers in their sales success, not only with use of the platform, but ongoing with best practices learned from the millions of emails deployed from Outreach every month. Salesforce found that 77% of customers aren’t engaged with companies with which they do business. We want to guide user adoption and usage in a way that helps every customer achieve outstanding sales results and lead the way in demonstrating how to care for the organizations that allow us to do what we love every day. We’re thrilled to bring Michael onboard; he has a proven track record of building teams that help customers grow and providing ongoing success.”

“As I’ve gotten to know the team at Outreach, I admire their commitment to doing things the right way — even if it’s the hard way,” said Michael Santiago. “That extends to developing a deep and long-term relationship with every customer. We seek to understand the daily lives of our customers — their failures and successes, challenges and goals — and help to make their lives easier.”

Prior to joining Outreach, Santiago held leadership positions at Apptio, a leader in technology business management software, most recently as director of enterprise customer success management. While at Apptio, Santiago managed a global team that drove best-in-class renewal rates while reducing service hours by more than 200%. His responsibility for the success of customers that represent 80% of all recurring revenue at Apptio demonstrates his excellence and leadership. In a previous engagement, Santiago managed a team of engineers at Accenture, a global consulting firm, and drove all activities pertaining to the creation of software-based features.