Director of Customer Success

Posted Feb 16

About Apollo

Founded in 2015, Apollo is a leading sales intelligence and engagement platform trusted by over 20,000 paying customers, from rapidly growing startups to the largest global enterprises. Our platform unifies a database of 250m contacts and 60 million business accounts with advanced intelligence and engagement tools, to help over 500,000 sales, marketing, and recruiting professionals to connect with the right person at the right time with the right message, at speed and scale. We're also ranked #1 in Satisfaction on G2 Crowd for Sales Intelligence & Sales Engagement and are used by 1M professionals worldwide.

In the last year, we’ve grown ARR 3x, quadrupled our active users, maintained profitability, and closed a $110M Series C led by Sequoia Capital in March of 2022 to fuel the next phase of our growth.

Working at Apollo

We are a remote-first inclusive organization focused on operational excellence. Our way of working ensures clear expectations and an environment to do your best work with ample reward.

We’re looking for an inspiring leader, a customer-obsessed and customer-first advocate. You must understand customer success is building trust with your accounts, relationship management, sharing expertise and best practices, and collaborating with different teams internally to deliver end-to-end excellent customer experience. You’ll be focused on proactive communication, identifying risk early and often, even problems and providing solutions, and engaging with multiple customers to drive user and product adoption at the earliest possible time.

You will drive strategies for activation and attach rates for Enterprise and some MM customers. User adoption and success will be possible through revolutionary end-to-end plays designed partially by you and increased attach rates to ultimately accelerate gross and net revenue retention to its maximum potential. You must work within the CS Tech Stack (Apollo, Vitally, Intercom, Salesforce) to communicate proactively with customers, focused on delivering right-on-time resources, and responding with best practices and strategic advice. You will develop and coach the CSM and Strategic CSM team for continuous growth and admirable delivery and oversee the relationship of the owned book of business of Strategic CSM, CSM, and CSS.

Responsibilities

  • Manage a large number of accounts with automated and strategic plays.
  • Optimize the time and take every opportunity to drive adoption and increase attach rates.
  • Schedule onboarding for newly assigned accounts.
  • Proactively engage and reach out to accounts for checkpoint meetings.
  • First-level assistance for owned accounts.
  • Religiously document all actions done in our CS tools.
  • Lead by example spreading a customer-first mindset.
  • Coach and develop behaviors, knowledge and plays to ensure your team success.
  • Strategize for optimal CS coverage.
  • Be an escalation point for Customer escalations for the team.
  • Own enablement with excellent operations execution.
  • Drive/communicate needs with campaign iterations with accuracy and clarity.
  • Drive team rhythm and develop/train and coach the team.
  • Monitor interactions and CSM flow every day.
  • Build rigorous processes and rhythms to ensure the optimization of the CSMs time.
  • Hire TOP talent and A players.

Qualifications

  • Must have at least 6-10 years of overall management experience in the tech space.
  • Must have experience managing an international Customer Success team.
  • 3-5 years of experience in a Customer Success Manager or sales-related role.
  • An MBA or other postgraduate business management degree is preferred. (An undergraduate degree in any technical discipline is a plus.)
  • Exposure to subscription- and renewal-based business processes, upselling, or cross-selling as well as deep knowledge of and experience in implementing processes and best practices.
  • Strong interpersonal skills and the ability to lead and inspire mid-level managers to drive company growth.
  • Ability to create strategies, implement them, track performance, and achieve set objectives.
  • Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills.
  • Proven record of driving customer satisfaction and enhancing customer experience in their past work.
  • Must be able to actively participate in meetings with C-Suite executives and contribute unique perspectives and value.

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!