VP of Customer Success

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:   Customer Success is absolutely vital to our business growth and success. We will not achieve our goals unless our customers are getting massive value from our solution. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities for both customer adoption and retention as well as our technical solutions teams. This will include teams driving onboarding, adoption, advocacy, retention, renewals, expansion, and technical solution consultants. Responsibilities Drive Customer Success Outcomes Increase renewal rates and reduce churn Expand our revenue in accounts through cross-sell and up-sell Enhance future lifetime value via increased product adoption, elevated customer satisfaction, and improved overall health scores Drive new business growth through greater advocacy and reference-ability Define and Optimize Customer Lifecycle Map customer journey Establish key touchpoints in the journey (e.g., usage, satisfaction, etc.) Standardize interventions for each journey point Define segmentation of customer base and varying strategies Identify opportunities for ongoing improvement Learn from industry best practices Manage Customer Success Activities Onboarding Professional Services Customer Success Management for Renewals and Cross-sell / Up-sell Measure Effectiveness of Customer Success Define operational metrics for the team Establish a system for tracking metrics Create a review cadence within the team Share a subset of metrics with the executive team, company, and board Lead World-class Customer Success Team Recruit experienced leaders for each functional role Attract high-potential individual contributors to the team Develop a rapid onboarding process for new team members Foster collaboration within the team and across the customer lifecycle Encourage continuous learning within the team Enhance Effectiveness and Efficiency Through Technology Implement reference and advocacy solutions Utilize and optimize Customer Success Management platform Inspire Customer Success Across Company Create company-wide culture of Customer Success Align with Marketing on strategies for existing client engagement Collaborate with Product on driving the product roadmap Coordinate with Sales on cross-selling and upselling, emphasizing retention Work with Finance on measurement and forecasting Collaborate with the Executive Team on key metrics and objectives Establish a company-wide customer feedback loop Requirements:   5-8+ years experience managing an international Customer Success team in a high growth organization. 3-5+ years of second line management experience, managing CS, renewals, and technical services. Ability to influence through persuasion, negotiation, and consensus building Ideally, a combined background in post-sales and sales experience Strong empathy for customers coupled with a passion for revenue and growth Deep understanding of value drivers in recurring revenue business models Analytical and process-oriented mindset Demonstrated desire for continuous learning and improvement 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!