Customer Success Manager, Mid-Market

Summary

Join Apollo.io as a High Touch Customer Success Manager and manage a book of approximately 80 accounts with high expansion and product adoption potential. You will focus on proactive communication, customer education, risk identification, and collaboration with multiple customer personas. Responsibilities include product adoption and education, risk and growth management, and cross-functional collaboration. You will work closely with various teams to ensure customer success and achieve targets for renewal rate, ARR growth, platform adoption, and customer satisfaction. The role requires strong relationship management, strategic expertise, and inter-departmental collaboration skills. Apollo.io offers a remote-first work environment with a focus on employee growth and collaboration.

Requirements

Understand that Customer Success is a combination of relationship management, strategic expertise, and inter-departmental collaboration

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

Benefits

• Remote-first company
• Invest deeply in your growth
• Resources, support, and autonomy to own your role and make a real impact