Position Overview:
We’re looking for a passionate, data-driven High Touch Customer Success Manager who understands that Customer Success is a combination of relationship management, strategic expertise, and inter-departmental collaboration. Your book of business of ~80 accounts (ARR spend of $25k+ each) will include a combination of high touch accounts and key logos with high expansion and high product adoption potential. 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 incremental product line adoption. “White glove” style ownership of the customer experience, from partnering with our Onboarding team to escalation management with our Support and Product leadership, is critical to your success in this role. The High Touch CSM is expected to be proactive and consistent with 1:1 outreach to customers, team knowledge sharing, identifying upsell and cross-sell opportunities for our Account Management team, proactive customer health maintenance/risk mitigation, renewal facilitation with our AM team, customer advocate identification, maintenance of customer account records in CS Tooling (Apollo, Vitally, Intercom, Salesforce) and achieving adoption, NRR, and activity targets each fiscal quarter. At the end of each subscription term, customers should be able to articulate the ROI they’ve gotten from Apollo based on your outreach and ideas.
Responsibilities:
Product Adoption & Education
- Teach Apollo’s full product suite to your ~80 customers throughout the customer’s lifecycle, helping them to successfully implement and utilize those tools to address their goals and objectives
- Optimize the customer experience by providing proactive coaching sessions and training on a quarterly basis to your customers
- Meet with clients monthly to establish strong relationships with decision makers and c-suite level stakeholders.
- Tailor best practices to help them improve and strengthen their sales teams and programs
- Translate customer product usage data into actionable advice for customers
- Work to maintain a <6hr SLA to customer inquiries
Risk & Growth Management
- Understand customer health scoring and predictive risk management to prevent and resolve risk using appropriate escalation paths
- Work with the Account Manager to develop detailed expansion plans to solve customers’ evolving business challenges and document ROI of Apollo across targeted accounts
- Proactive maintenance of customer health with immediate action taken for risk with a willingness to innovate and propose creative solutions to address issues
- Partner with the AM team for Executive Business Reviews on a quarterly cadence with Business & Technical Stakeholders
- Proactively identify customer upsell and cross-sell recommendations for the Account Management team
Cross Functional Collaboration
- Remain engaged with customers to solicit feedback and deliver information about our products and optimize retention, upsell and cross sell activities
- Work closely with sales, product and engineering teams to escalate customer feedback and journeys, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Apollo
Performance Metrics:
- Gross Renewal Rate and Net ARR growth (upsell & expansion opportunities with high win rate)
- Incremental platform adoption and usage
- Churn and contraction rate
- CSAT
- Quarterly CSQL target
