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Director of Customer Success
Remote, US Only
Posted on 2/15/2023
Remote in USA
Experience Level
Desired Skills
  • Must have at least 6-10 years of overall management experience in the tech space
  • Must have experience managing an international Customer Success team
  • 3-5 years of experience in a Customer Success Manager or sales-related role
  • Exposure to subscription- and renewal-based business processes, upselling, or cross-selling as well as deep knowledge of and experience in implementing processes and best practices
  • Strong interpersonal skills and the ability to lead and inspire mid-level managers to drive company growth
  • Ability to create strategies, implement them, track performance, and achieve set objectives
  • Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills
  • Proven record of driving customer satisfaction and enhancing customer experience in their past work
  • Must be able to actively participate in meetings with C-Suite executives and contribute unique perspectives and value
  • Manage a large number of accounts with automated and strategic plays
  • Optimize the time and take every opportunity to drive adoption and increase attach rates
  • Schedule onboarding for newly assigned accounts
  • Proactively engage and reach out to accounts for checkpoint meetings
  • First-level assistance for owned accounts
  • Religiously document all actions done in our CS tools
  • Lead by example spreading a customer-first mindset
  • Coach and develop behaviors, knowledge and plays to ensure your team success
  • Strategize for optimal CS coverage
  • Be an escalation point for Customer escalations for the team
  • Own enablement with excellent operations execution
  • Drive/communicate needs with campaign iterations with accuracy and clarity
  • Drive team rhythm and develop/train and coach the team
  • Monitor interactions and CSM flow every day
  • Build rigorous processes and rhythms to ensure the optimization of the CSMs time
  • Hire TOP talent and A players
Desired Qualifications
  • An MBA or other postgraduate business management degree is preferred. (An undergraduate degree in any technical discipline is a plus.)

51-200 employees

End-to-end sales strategy foundation
Company Overview
Apollo strives to be the leading provider of retirement income solutions to institutions, companies, and individuals.
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Flexible Spending Account (FSA)
  • Health Savings Account (HSA)
  • Financial Planning
Company Core Values
  • Safety - Ensuring the safety of our employees, our plant, and product use
  • Care - Caring for the welfare of each other, our customers, and all that we do
  • Trust - in the ability, integrity, and motivation of each other and our customers