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Scaled Customer Success Manager

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Colombia

Offer summary

Key responsabilities:

Manage a portfolio of ~600 customers.
Drive use case adoption and client engagement.
Provide training and coaching for product usage.
Collaborate with teams to enhance customer experience.
Monitor risk and leverage growth management strategies.

Apollo.io Internet Large https://www.apollo.io/

201 - 500 Employees

HQ: San Francisco

See more Apollo.io offers

Job description

Your missions

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 270 million B2B contacts, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. Apollo.io is growing rapidly, with 900% revenue growth since 2021, and is looking for world-class talent to keep building with us.

Position Overview:

Manage a large portfolio of customers in AMER and LATAM. Drive use case adoption and expand our customer base through tailored Apollo consultations, trainings, and outreach programs. Contribute to the design and execution of at-scale outreach campaigns to key points of contact within your BoB. Work cross functionally with AMs to ensure strong adoption of Apollo in service of our retention goals. Serve as our in-house product ambassador to up-level our customers’ workflows and help them get the most return of investment from Apollo's product lines. Identify and target strategic customers to engage with in order to drive seat expansions and other CSQLs. Proactively identify customers who aren’t maximizing their opportunity with Apollo, working with your AM to create a mutual success plan to help them realize that value. Inform and influence our overall growth strategy as we grow the Scale function within CS. At the end of each subscription term, customers should be able to articulate the ROI they’ve gotten from Apollo based on your outreach and ideas.

Responsibilities:

Product Adoption & Education

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

Risk & Growth Management

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

Cross Functional Collaboration

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

Performance Metrics:

Gross Renewal Rate and Net ARR growth (upsell & expansion opportunities with high win rate)
Incremental platform adoption and usage
Churn and contraction rate
CSAT

What You’ll Love About Apollo

Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort into developing our remote employees’ careers. The team embraces that we have a sole purpose: to help customers maximize their full revenue potential on the Apollo platform. This mindset opens us up to a lot of creative approaches to making customers successful at scale. You’ll be a significant part of a lean, remote team, empowered to really own your role as a proactive educator. We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. You’ll be supported and encouraged to experiment and take educated risks that lead to big wins. And, you’ll have a whole team remotely by your side to help you do it!