Scaled Customer Success Manager

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Requirements:

• Teach Apollo’s full product suite to approximately 600 customers throughout their lifecycle, helping them implement and utilize tools to meet their goals.
• Optimize the customer experience with regular coaching and training sessions, including Office Hours and recorded sessions.
• Meet regularly with clients to build strong relationships and provide best practices for improving sales teams and programs.
• Translate customer product usage data into actionable advice.
• Understand customer health scoring and predictive risk management to prevent and resolve risks using appropriate escalation paths.
• Collaborate with Account Managers to develop detailed expansion plans to address evolving business challenges and document ROI across targeted accounts.
• Maintain customer health proactively, taking immediate action on risks and proposing innovative solutions.

Responsibilities:

• Manage a large portfolio of customers in AMER and LATAM.
• Drive use case adoption and expand the 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 Book of Business (BoB).
• Work cross-functionally with Account Managers to ensure strong adoption of Apollo in service of retention goals.
• Serve as the in-house product ambassador to enhance customers’ workflows and help them maximize their return on investment from Apollo's products.
• Identify and engage with strategic customers to drive seat expansions and other Customer Success Qualified Leads (CSQLs).
• Proactively identify customers who aren’t maximizing their opportunity, working with the Account Manager to create a mutual success plan.
• Inform and influence overall growth strategies as the Scale function within Customer Success expands.
• Ensure customers can articulate the ROI from Apollo at the end of each subscription term.