Scaled Customer Success Manager

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