Customer Success Manager

Summary

Join Apollo.io as a Customer Success Manager, managing a large portfolio of customers in AMER and LATAM. You will drive product adoption, expand the customer base through consultations and training, and contribute to large-scale outreach campaigns. Collaborate with account managers to ensure high adoption rates and customer retention. Serve as a product ambassador, optimizing customer workflows and maximizing ROI. Identify strategic customers for expansion opportunities and proactively address customer needs to prevent churn. Your efforts will directly influence Apollo's overall growth strategy. Finally, you will be responsible for ensuring customers understand the ROI they receive from Apollo at the end of each subscription term.

Responsibilities

• Teach Apollo’s full product suite to your ~600 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 regular coaching and training online and through Office Hours and recorded sessions
• Meet with clients regularly to establish strong relationships and provide 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 <24hr 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 regular 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

Benefits

• Remote-first company
• Invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact