Apollo

Customer Success Operations Manager

Apollo

Remote job description

About Apollo

Founded in 2015, Apollo is a leading sales intelligence and engagement platform trusted by over 15,000 paying customers, from rapidly growing startups to the largest global enterprises. Our platform unifies a database of 200 million business contacts 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.

In the last year, we've grown ARR 3x, quadrupled our active users, maintained profitability 18 out of the past 20 months, and recently closed a $110M Series C led by Sequoia Capital 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.

The Role

As a Customer Success Operations Manager your mission will be to drive the effectiveness and efficiency of our Customer Success team at Apollo.io. You will report into the VP of Revenue and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Responsibilities:

Optimize for Retention

  • Identify user behavior and signals to promote adoption and engagement
  • Build actionable account health reports
  • Coordinate cross-functional processes that help meet renewal, upsell and adoption targets and deliver on customers' needs. Work cross-functionally with the Senior and Executive Leadership teams to manage and evolve the customer success processes.

Process Improvement

  • Operationalize the customer success playbook: have all CS plays automate from Salesforce, create role-specific CS page layouts, leverage product engagement and Apollo data as triggers for actionable workflows.
  • Support annual planning process, including compensation planning, territory creation, and customer segmentation
  • Build automated renewal flow for sales led deals - help achieve >70% of renewals with no human interaction
  • Act as team expert on software applications, helping select applications and then onboard, manage and configure systems to meet the needs of the CS department. Own vendor management of key CS tools, understanding value derived from business users.

Analysis

  • Partner with CS leadership to identify retention trends within the customer base. Surface customer trends through data, including NPS, renewals, and expansion data
  • Develop analytical forecasts for account health and renewal based on product usage and behavioral patterns.
  • Proactively identify other areas of the business for analysis, including other ad-hoc analyzers
Qualifications and Experience required to apply for this role:
  • Salesforce certified & strong knowledge of the Salesforce ecosystems and best practices
  • Analytical and detail orientated
  • Excellent communication and presentation skills
  • Constantly curious - investigating and diving deep into analysis
  • Comfortable questioning and challenging in a constructive manner
  • Ability to work autonomously toward the team/company goals
  • Organized and structured, able to project manage across multiple teams
  • Critical thinker and a problem solver

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!




Summary
Company name: Apollo
Remote job title: Customer Success Operations Manager

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