Our AI Advisors are where the promise of the platform becomes real for our customers. We act as trusted advisors — to our customers and to each other — partnering across Sales, Product, Marketing, and Professional Services as one team working towards the same outcome: customers who see measurable value and keep coming back for more. AI is part of how we get there — sharpening the insights we bring to every customer conversation. We lead with a customer-first mindset, take ownership of the results we commit to, and bring the curiosity to keep learning as the way our customers' work continues to evolve.
We're looking for a strategic, data-driven Senior GTM AI Advisor to partner with customers in maximising value from our platform — leveraging AI to drive efficiency, adoption, and business outcomes. This role blends traditional CSM responsibilities with a strong focus on AI enablement, insights, and automation. AI is transforming how our customers operate, and this role makes sure they adopt it while they realise its full value, moving from manual processes to intelligent, automated workflows that drive real business impact.
Success in this role shows up in the numbers our customers and Outreach both care about; Net Revenue Retention, Gross Retention, and AI feature adoption; because when customers realise value, growth follows.
Location: 2 days/week in the London office is required for this position. No relocation can be offered at this time.
Own a portfolio of customers and ensure they achieve measurable business outcomes
Drive adoption of core platform capabilities, with a focus on AI-powered features and credit consumption
Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact
Educate customers on AI capabilities (e.g., automation, predictive insights, personalisation)
Own credit consumption as a primary, accountable metric for their book of named accounts
Define and prioritise AI use cases with the customer — translating a customer's GTM motion (prospecting, pipeline management, forecasting, coaching) into a sequenced roadmap of Amplify agent use cases that drives sustained adoption
Lead hands-on change management with sellers and revenue leaders — running enablement sessions, coaching frontline adoption habits, and working with customer managers so the platform is adopted
Act as a strategist and influencer on the customer's AI GTM strategy — shaping how and where AI agents get embedded into the customer's sales process, and helping to build the internal business case for expanding usage into new teams and workflows
Leverage customer data and AI insights to proactively identify risks and expansion opportunities
Monitor health scores, usage trends, and engagement signals to drive action
Use AI tools to surface recommendations and next best actions
Own renewal strategy and mitigate churn/contraction risk
Identify and drive expansion opportunities (upsell/cross-sell), especially tied to AI value
Partner with Sales and RevOps to align on account strategy
Represent the voice of the customer back into Product and Marketing, particularly on agent performance, prompt quality, and adoption friction
Partner with Professional Services on onboarding and complex implementations
Provide feedback on AI models, accuracy, and customer sentiment
5+ years in Customer Success, Account Management, GTM/RevOps, Consulting, or a sales-process/technology advisory role, ideally at a SaaS company with complex, multi-product, AI-enabled offerings
Demonstrated experience driving software or platform adoption and leading change management with sellers and frontline sales managers
Strong executive presence and the ability to influence VP/C-level stakeholders on AI GTM strategy and organisational change, not just product usage
Comfort working with AI/agent-based products and translating technical capability into business outcomes for non-technical stakeholders
Experience managing enterprise customer relationships
Strong analytical mindset with the ability to interpret data and translate into action
Proven track record of driving renewals, expansion, and customer outcomes
Strategic thinking and consultative problem-solving mindset
Experience working with AI/ML-powered products or automation tools
Familiarity with concepts like predictive analytics, generative AI, or workflow automation
Working knowledge of core GTM workflows — inbound and outbound prospecting, pipeline management, retain/expand motions, forecasting, and manager coaching cadences — along with familiarity operating alongside the personas who own them (CROs, VPs of Sales, frontline sales managers, RevOps, and CSMs)
Working knowledge of how to create prompts and consistent use of tools like Claude, Gemini, etc.
Experience using platforms like Salesforce, Gainsight, or Outreach
Curiosity and adaptability in a fast-evolving AI landscape
Risk management and mitigation planning experience
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