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Customer Success Manager, Mid-Market

Remote:

Full Remote

Work from:

United States

Offer summary

Qualifications:

Proven experience in customer success roles., Strong analytical and relationship management skills., Experience with SaaS platforms preferred., Ability to engage with c-suite stakeholders..

Key responsabilities:

Educate customers on product usage.
Develop expansion plans for key accounts.

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

501 - 1000 Employees

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Job description

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. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, 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.

Position Overview:

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. Your book of business of ~80 accounts (ARR spend of $25k+ each) will include a combination of high touch accounts and key logos with high expansion and high product adoption potential. 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. “White glove” style ownership of the customer experience, from partnering with our Onboarding team to escalation management with our Support and Product leadership, is critical to your success in this role. The High Touch CSM is expected to be proactive and consistent with 1:1 outreach to customers, team knowledge sharing, identifying upsell and cross-sell opportunities for our Account Management team, proactive customer health maintenance/risk mitigation, renewal facilitation with our AM team, customer advocate identification, maintenance of customer account records in CS Tooling (Apollo, Vitally, Intercom, Salesforce) and achieving adoption, NRR, and activity targets each fiscal quarter. 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 ~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

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 quarterly 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
Quarterly CSQL target

Why You’ll Love Working at Apollo

At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.

As a remote-first company, we invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.