We helped Outreach establish their EMEA Professional Services presence, enabling localised support and accelerated customer onboarding for their rapidly expanding European client base.
Outreach
Building Global Customer Success
Outreach, a US-based B2B SaaS sales engagement unicorn, partnered with Propel to establish their founding team in EMEA. With growing customer demand in the region, they needed experienced Professional Services and Client Engagement Managers who could work autonomously across multiple functions, from technical implementation to customer education, while bridging the time zone gap between London and Seattle.
The Challenge
As part of their global expansion, Outreach needed to build a founding Professional Services team in EMEA that could operate independently given the significant time zone differences. They required versatile professionals who could serve as 'Swiss Army Knives' across onboarding, technical implementation, training, and best practices. Finding candidates with enterprise B2B SaaS experience who could work autonomously while maintaining high service standards presented a unique recruitment challenge.
The Solution
Drawing on our expertise in helping North American B2B technology companies establish their EMEA presence, we developed a comprehensive strategy for building their founding Professional Services team. We provided crucial consultancy on salary benchmarking and market expectations, while leveraging our extensive network to identify candidates with the perfect blend of start-up experience and enterprise B2B SaaS knowledge. Our focus was on finding professionals who could minimise ramp-up time and deliver immediate value.
The Results
We successfully placed two Senior Professional Services Consultants who quickly became integral to Outreach's EMEA operations. Both professionals exceeded expectations, working autonomously with new and existing customers while significantly reducing the workload on the US team. Their impact has been evident in improved onboarding processes, increased early adoption rates, and enhanced customer satisfaction. This success has laid the foundation for continued team expansion throughout the region.