Customer Success Manager (Remote, US Only)

About Apollo Apollo.io  combines a buyer database of over 250M contacts  and  powerful sales engagement and automation tools in one, easy to use platform. Trusted by over 160,000 companies including Autodesk, Rippling, Deel, Jasper.ai, Divvy, and Heap, Apollo has more than one million users globally. By helping sales professionals find their ideal buyers and intelligently automate outreach, Apollo helps go-to-market teams sell anything. In the last year, we’ve grown ARR 3x, quadrupled our active users, and closed a $110M Series C led by Sequoia Capital in March of 2022. This year, we continue to grow faster each month with record months of sales and added ARR. We hope you apply. 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 a passionate, data-driven customer success manager who understands that customer success is a combination of relationship management, strategic expertise, and inter-departmental collaboration. Your book of business will include a combination of low-touch and high-touch customers, and 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 adoption and delight. Exposure to/experience with onboarding is a plus. This CS motion is meant to be dynamic, and deliver the experience that each customer desires in the format they prefer to ensure a high attach rate. The Customer Success Manager is expected to drive strategy sessions and manage outreach to customers. Projects you'll work on include: Identifying upsell and cross-sell opportunities, customer health maintenance/risk mitigation, renewal facilitation, and ownership, customer advocate identification, maintenance of customer account records in CS Tooling (Apollo, Vitally, Intercom, Salesforce) and achieving quarterly goal attainment targets each fiscal quarter.  Responsibilities  Proactive and consistent outreach to customers in line with their engagement model Identification of key upsell and cross-sell opportunities Maintenance of customer health with immediate action taken for risk Inter-departmental collaboration Willingness to innovate and propose solutions Success Planning Semi-Annual Business Reviews Quarterly Strategy Sessions Ad Hoc Team Training & Feature Walkthroughs Single Contact for Renewal Processing Dedicated CS Email Support for Best Practices, Escalations, and Feature Requests Proactive In-App & Email Resources to guide users to success    Qualifications Minimum 3+ Years experience in a customer-facing role in a high-growth start-up Bachelor's Degree preferred  Strong experience in/exposure to outbound sales tools, either as a rep, in implementation, or in CS - 3+ years SFDC end user experience preferred Operationally minded individual preferred (e.g. a certification in project management, team enablement, system expertise, agile methodology, etc) A proven ability to drive results for customers with varying ACVs, sophistication, and across multiple industries. - Excellent verbal and written communication skills. A data-driven approach and mindset. An eagerness to build, learn and improve. A willingness to help level up colleagues. 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!