Apollo.io - High-Touch Onboarding Manager
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Requirements
• 1–3 years in SaaS customer-facing roles (Onboarding, CS, Sales Engineering, Implementation). • Proven experience managing structured onboarding programs (3–6 session journeys or similar). • Comfortable running 20–25 customer meetings/week. • 20–25 customer meetings/week • Comfortable managing 20–30 concurrent onboarding accounts, each in different phases. • 20–30 concurrent onboarding accounts • Strong consultative communication skills and executive-level presence. • Fluent English (C1 spoken minimum). • Strong organization: follow-ups, documentation, tracking milestones, and internal coordination. • Can operate effectively in cross-functional environments (Sales, AM, GTME, Support) where priorities shift. • Experience in sales-led SMB onboarding motions. • Experience onboarding customers to GTM / revenue tools and workflows (prospecting, account expansion, recruiting). • Strong habit of pre-call research and adapting sessions to customer context. • Experience navigating product/engineering/support channels to unblock complex questions. • Experience reducing onboarding friction/escalations through process improvements. • Able to maintain a clean onboarding rhythm: handoffs → research → sessions → follow-ups → milestones → activation. • Comfortable documenting progress and activation milestones consistently. • Can align onboarding plans to customer jobs-to-be-done (goal-led activation vs feature tours). • Can manage multiple threads and maintain momentum without dropping accounts. • We are AI Native • Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.
Responsibilities
• Own High-Touch Customer Onboarding • Lead 3–6 structured onboarding sessions per customer. • Manage a portfolio of 15–25 active onboarding accounts simultaneously. • Conduct 15–20 customer meetings per week. • Deliver structured, solution-oriented follow-ups with clear next steps and ownership. • Maintain onboarding momentum and accountability across multiple stakeholders. • Partner closely with Sales and Account Managers to ensure seamless handovers. • Your ability to manage concurrent onboarding journeys efficiently and professionally will directly impact customer satisfaction and retention. • Drive Goal-Led Activation • Activation is not feature-led — it is outcome-led. • Analyse sales handover documentation to understand customer objectives. • Conduct pre-session research to understand each customer’s go-to-market motion. • Align onboarding sessions to their specific jobs-to-be-done. • Prioritise workflows that drive measurable commercial impact (prospecting, account expansion, recruiting, etc.). • Realign expectations where necessary while preserving trust and forward momentum. • Success in this role is measured by meaningful adoption and value realisation — not feature walkthroughs. • Navigate Cross-Functional Environments • Collaborate with Sales, Product, Engineering, GTM Engineering, and Support to remove blockers. • Handle escalations calmly and professionally. • Document progress, milestones, and activation outcomes clearly. • Continuously refine onboarding quality and delivery. • You’ll operate in a dynamic environment where priorities shift — maintaining structure, clarity, and professionalism is essential. • What Success Looks Like: • Customers activate core workflows quickly and confidently. • CSAT consistently ≥ 90%. • Strong portfolio management with no dropped accounts or missed follow-ups. • Reduced onboarding friction through proactive cross-functional coordination. • Clear alignment between onboarding outcomes and customer commercial goals. • all for one • bold ideas and courageous action • If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you. • Learn more here!
Benefits
• At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead. • take extreme ownership • move with focus and urgency • learn voraciously • We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.
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