Senior Manager - Head of High Touch Onboarding
Apollo.io is hiring a Senior Manager, High Touch Onboarding to lead and scale our onboarding delivery function for mid-to-high-value customers through a blended model:
High-Touch Onboarding (Apollo-led) — complex implementations, technical configuration, integrations, and launch management
Partner-Led Onboarding (partner-delivered) — driving scale through consulting/agency partners with strong quality controls, enablement, and governance
This role is responsible for people leadership and services operations: managing a portfolio of onboarding engagements, building the operating cadence (forecasting, resourcing, QA, escalations), and ensuring partners deliver consistently to Apollo standards. You’ll partner cross-functionally with Sales, CS, Solutions Consulting, Product, Support, and Partner teams to drive predictable launches and faster time-to-value.
You’ll collaborate closely with a Sr. Manager, Post-Sales Solutions Architect (peer role) who is split 50/50 across Onboarding + GTME and owns technical architecture patterns and complex technical escalations. Your focus is delivery leadership, partner execution, and team performance.
What You’ll Do
Build Services Delivery & Cross-functional Orchestration
Own a portfolio of onboarding implementations (high-touch + partner-led), ensuring predictable delivery across timelines, scope, and customer outcomes—similar to a PS leader running enterprise implementations end-to-end
Establish a services operating cadence: kickoff standards, weekly status, risk management, exec-level steering as needed for strategic accounts.
Drive clean handoffs from pre-sales to onboarding delivery (scope clarity, success criteria, dependencies, stakeholders).
Partner deeply with Sales/CS to align engagement model: what’s included in onboarding vs. what becomes follow-on services or partner work.
Maintain & Scale a Partner-Led Delivery Motion (Quality + Enablement)
Own partner agency strategy for onboarding delivery: partner selection inputs, onboarding/ramp, certification, and ongoing enablement so partners act as a true extension of Apollo.
Build the partner governance system: playbooks, QA gates, audit/review processes, escalation paths, and performance scorecards.
Ensure partner-led implementations maintain Apollo’s bar for customer experience, technical correctness, and timeline discipline (not “outsourced,” but operationally integrated).
Create scalable collateral for partners and internal teams: templates, discovery guides, rollout checklists, and launch criteria (standard PS “best practice” assets).
Lead the Team (People + Services Ops + Continuous Improvement)
Hire, coach, and develop a high-performing onboarding delivery team (High-Touch + Partner Ops / Partner Managers).
Build the “services ops” backbone: capacity planning, utilization forecasting, delivery prioritization, escalation management, and delivery reporting (weekly metrics + exec-ready updates).
Establish process discipline around documentation, project hygiene, and execution standards (project plans, RAID logs, status reporting, and delivery retros).
Identify recurring delivery friction and drive improvements across process, tooling, enablement, and product feedback loops.
What We’re Looking For
Required
5+ years in Professional Services / Implementation / Customer Delivery in B2B SaaS (technical product preferred).
2+ years people management (hiring, coaching, performance management, leveling).
Strong delivery leadership: can run a portfolio of implementations with clear project governance and stakeholder management.
Comfort with technical GTM ecosystems (Salesforce/HubSpot context, integrations, data/workflow concepts).
Nice to Have
Experience building/scaling a partner-led implementation model as a strategic lever for speed, coverage, and efficiency.
Experience with PSA / implementation tooling (Rocketlane, Smartsheet, Asana, Monday, etc.) and services metrics reporting.
Prior Apollo.io experience (as a user or implementer).
Familiarity with services packaging/scoping (SOW-like clarity even if not formally billed).
The listed Pay Range reflects total compensation range, except for sales roles, the range provided is the role’s On Target Earnings ('OTE') range, meaning that the range includes both the sales commission/sales bonus targets and annual base salary for the role. This pay range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.
Additional benefits for this role may include equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life/AD&D/STD/LTD insurance; FSA/HSA and medical, dental, and vision benefits.
Annual Pay Range
$140,000—$210,000 USD
About the job
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Senior Manager - Head of High Touch Onboarding
Apollo.io is hiring a Senior Manager, High Touch Onboarding to lead and scale our onboarding delivery function for mid-to-high-value customers through a blended model:
High-Touch Onboarding (Apollo-led) — complex implementations, technical configuration, integrations, and launch management
Partner-Led Onboarding (partner-delivered) — driving scale through consulting/agency partners with strong quality controls, enablement, and governance
This role is responsible for people leadership and services operations: managing a portfolio of onboarding engagements, building the operating cadence (forecasting, resourcing, QA, escalations), and ensuring partners deliver consistently to Apollo standards. You’ll partner cross-functionally with Sales, CS, Solutions Consulting, Product, Support, and Partner teams to drive predictable launches and faster time-to-value.
You’ll collaborate closely with a Sr. Manager, Post-Sales Solutions Architect (peer role) who is split 50/50 across Onboarding + GTME and owns technical architecture patterns and complex technical escalations. Your focus is delivery leadership, partner execution, and team performance.
What You’ll Do
Build Services Delivery & Cross-functional Orchestration
Own a portfolio of onboarding implementations (high-touch + partner-led), ensuring predictable delivery across timelines, scope, and customer outcomes—similar to a PS leader running enterprise implementations end-to-end
Establish a services operating cadence: kickoff standards, weekly status, risk management, exec-level steering as needed for strategic accounts.
Drive clean handoffs from pre-sales to onboarding delivery (scope clarity, success criteria, dependencies, stakeholders).
Partner deeply with Sales/CS to align engagement model: what’s included in onboarding vs. what becomes follow-on services or partner work.
Maintain & Scale a Partner-Led Delivery Motion (Quality + Enablement)
Own partner agency strategy for onboarding delivery: partner selection inputs, onboarding/ramp, certification, and ongoing enablement so partners act as a true extension of Apollo.
Build the partner governance system: playbooks, QA gates, audit/review processes, escalation paths, and performance scorecards.
Ensure partner-led implementations maintain Apollo’s bar for customer experience, technical correctness, and timeline discipline (not “outsourced,” but operationally integrated).
Create scalable collateral for partners and internal teams: templates, discovery guides, rollout checklists, and launch criteria (standard PS “best practice” assets).
Lead the Team (People + Services Ops + Continuous Improvement)
Hire, coach, and develop a high-performing onboarding delivery team (High-Touch + Partner Ops / Partner Managers).
Build the “services ops” backbone: capacity planning, utilization forecasting, delivery prioritization, escalation management, and delivery reporting (weekly metrics + exec-ready updates).
Establish process discipline around documentation, project hygiene, and execution standards (project plans, RAID logs, status reporting, and delivery retros).
Identify recurring delivery friction and drive improvements across process, tooling, enablement, and product feedback loops.
What We’re Looking For
Required
5+ years in Professional Services / Implementation / Customer Delivery in B2B SaaS (technical product preferred).
2+ years people management (hiring, coaching, performance management, leveling).
Strong delivery leadership: can run a portfolio of implementations with clear project governance and stakeholder management.
Comfort with technical GTM ecosystems (Salesforce/HubSpot context, integrations, data/workflow concepts).
Nice to Have
Experience building/scaling a partner-led implementation model as a strategic lever for speed, coverage, and efficiency.
Experience with PSA / implementation tooling (Rocketlane, Smartsheet, Asana, Monday, etc.) and services metrics reporting.
Prior Apollo.io experience (as a user or implementer).
Familiarity with services packaging/scoping (SOW-like clarity even if not formally billed).
The listed Pay Range reflects total compensation range, except for sales roles, the range provided is the role’s On Target Earnings ('OTE') range, meaning that the range includes both the sales commission/sales bonus targets and annual base salary for the role. This pay range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.
Additional benefits for this role may include equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life/AD&D/STD/LTD insurance; FSA/HSA and medical, dental, and vision benefits.
Annual Pay Range
$140,000—$210,000 USD