Customer Success Manager, SMB

The Role

We’re looking for a passionate, data-driven SMB Customer Success manager who understands that Customer Success is a combination of relationship management, product knowledge, and inter-departmental collaboration. Your book of business will include a combination of high touch accounts and key logos with strong expansion potential, 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. The SMB CSM is expected to be proactive and consistent with 1:1 outreach to customers, team knowledge sharing, identifying upsell 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 achieve quarterly goal attainment targets each fiscal quarter. 

Mission 

Your mission is to provide secure lifelong success for your accounts with Apollo through world-class tailored guidance for your book of business. You will ensure ownership of training, adoption, retention, expansion, and satisfaction. In this role you will be responsible for transforming your current customers into product champions! Your job will be highly cross-functional and you will not only work closely with our customers to understand and address their business needs, but also interface with our sales, support, product and engineering teams very closely to make sure we place our customers’ goals above everything else.

Responsibilities

1. Teach Apollo’s full product suite to your customers, helping them to successfully implement and utilize those tools to address their goals and objectives

2. Provide Ad Hoc Team Training & Feature Walkthroughs throughout the customer’s lifecycle

3. Optimize the customer experience by providing customer coaching and training online and through recorded sessions

4. Work with the Team Lead to develop detailed expansion plans to solve customers’ business challenges and document ROI of Apollo across targeted accounts

5. Maintenance of customer health with immediate action taken for risk with a willingness to innovate and propose creative solutions

6. Meet with clients regularly to establish strong relationships and provide best practices to help them improve and strengthen their sales teams and programs 

7. Perform semi-annual Business Reviews and regular check-ins

8. Negotiate renewal conversations with customers and own internal renewal processes as well as forecasting for your own BoB

9. Remain engaged with customers to solicit feedback and deliver information about our products and optimize retention, upsell and cross sell activities

10. 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

11. Work to maintain a

12. In this role you’ll own a BoB of ~100-125 accounts