Apollo.io is hiring a
Customer Success Manager

Summary

Join our team at Apollo.io as we're looking for a passionate, data-driven High Touch Customer Success Manager who understands that Customer Success is a combination of relationship management, strategic expertise, and inter-departmental collaboration. You'll be focused on proactive communication, customer education, identifying risk early and often, and engaging with multiple personas on the customer side to drive incremental product line adoption.

Responsibilities

• Teach Apollo’s full product suite to your ~80 customers throughout the customer’s lifecycle, helping them to successfully implement and utilize those tools to address their goals and objectives
• Optimize the customer experience by providing proactive coaching sessions and training on a quarterly basis to your customers
• Meet with clients monthly to establish strong relationships with decision makers and c-suite level stakeholders
• Tailor best practices to help them improve and strengthen their sales teams and programs
• Translate customer product usage data into actionable advice for customers
• Work to maintain a <6hr SLA to customer inquiries
• Understand customer health scoring and predictive risk management to prevent and resolve risk using appropriate escalation paths
• Work with the Account Manager to develop detailed expansion plans to solve customers’ evolving business challenges and document ROI of Apollo across targeted accounts
• Proactive maintenance of customer health with immediate action taken for risk with a willingness to innovate and propose creative solutions to address issues
• Partner with the AM team for Executive Business Reviews on a quarterly cadence with Business & Technical Stakeholders
• Proactively identify customer upsell and cross-sell recommendations for the Account Management team
• Remain engaged with customers to solicit feedback and deliver information about our products and optimize retention, upsell and cross sell activities
• Work closely with sales, product and engineering teams to escalate customer feedback and journeys, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Apollo