Apollo.io

• Own day-to-day deal support and use it to raise the floor • Turn post-close opportunity review into a systemic feedback loop • Build and own the Deal Desk operating system • Contribute to the infrastructure that replaces the workarounds

• Serve as the primary support partner to the CFO, enabling effective execution across scheduling, financial operations, and cross-functional collaboration. • Own and proactively manage the CFO’s calendar across daily, weekly, monthly, and quarterly horizons, ensuring time is allocated to the highest-priority activities. • Manage complex domestic and international travel for the CFO, including itineraries, accommodations, briefs, and contingency planning. • Handle CFO expense reporting, approvals, and administrative workflows. • Handle select personal and confidential requests for the CFO with discretion. • Identify opportunities for the CFO to delegate work across Finance Leadership, BizOps, Analytics, and the Executive Team. • Provide ad hoc operational assistance to the Finance & Strategy, Accounting, Analytics, and BizOps teams as needed. • Provide focused calendar and communication support to the CEO, in close partnership with the Chief of Staff, CEO. • Monitor and maintain the CEO’s calendar, identifying scheduling conflicts, protecting focus time, and ensuring each day is set up for maximum effectiveness. • Watch the CEO’s inbox so emails from important stakeholders are surfaced promptly and not lost in volume. • Partner closely with the Chief of Staff, CEO on priorities, communications, and meeting cadence. • Coordinate logistics for the CFO’s board, investor, and strategic external meetings. • Ensure CFO board commitments and prep cycles are planned well in advance with clear ownership and deadlines. • Assist with creating, editing, and formatting executive presentations, spreadsheets, and financial memos.

• Support month-end revenue close, including preparation of revenue related journal entries • Assist with reconciliations of invoices, deposits, and other revenue-related accounts, ensuring accuracy and timely resolution of reconciling items • Review customer contracts to identify performance obligations, determine transaction price, and assess allocation and recognition timing under ASC 606 • Maintain and continuously improve revenue recognition documentation and memos for audit and technical accounting purposes • Reconcile revenue sub-ledger to the general ledger across Salesforce and Stripe, and contract management system in a high-volume transaction environment • Run SQL queries to extract and analyze revenue data from our data warehouse (Snowflake), supporting reconciliations, variance analysis, and ad hoc investigations • Identify and investigate data anomalies, escalate systemic issues, and partner with Billings, Finance System and Rev Ops to resolve root causes • Build and own scalable reconciliation frameworks that can handle volume and complexity • Prepare PBC schedules, technical accounting memos, and supporting documentation for external auditors (Big 4) • Support ongoing revenue recognition remediation efforts and process improvement initiatives • Assist with ad hoc technical accounting research and policy documentation as the business evolves • Collaborate with Finance System, Revenue Operations, Legal, and Billing teams on contract review and order-to-cash process design

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. As a Lifecycle Specialist on the Digital Success & Expansion team, you will help build and run the programs that keep Apollo’s unmanaged customers healthy and growing. You will turn strategy into execution by setting up journeys, launching campaigns, and making sure the right messages reach the right customers at the right time. You will report to the Senior Manager, Digital Success & Expansion, and work primarily within the scope of that team. With high level guidance from your manager, you will own the details of execution and look for ways to improve how we work over time. This role is a good fit for someone who enjoys building, shipping, and iterating customer success/lifecycle programs, and who wants to grow their craft toward owning larger customer journeys and projects in the future. Responsibilities: Build and launch lifecycle campaigns - Implement Customer Journey campaigns in our engagement tools across email, in-app, SMS, and push. - Configure segments, triggers, and workflows based on definitions from your manager and cross-functional partners. - Own QA for your campaigns, including audience checks, testing, link and tracking validation, and monitoring for issues after launch. Operationalize the unmanaged customer journey - Translate customer/lifecycle journey maps into concrete programs and assets, such as welcome flows, activation nudges, reactivation series, and expansion prompts. - Maintain and update the catalog of live journeys, including documentation, naming conventions, and change logs. Monitor health signals and triggers - Work with Data and Ops to make sure the right events and properties are flowing into lifecycle tools for targeting and reporting. - Regularly review signal and trigger performance, such as log-in activity, credit usage, feature adoption, and seat changes, and flag issues or opportunities to your manager. Partner on content and playbooks - Collaborate with Lifecycle Marketing, Support, GTME, and Sales to translate playbooks into lifecycle messages, templates, and sequences. - Gather feedback from customer-facing teams on what is working and help roll those learnings back into programs. Support experimentation and reporting - Help set up and run experiments across subject lines, offers, flows, and channels. - Pull and organize basic performance data from lifecycle tools and analytics platforms and contribute to campaign and program readouts. - Track and share standard metrics for your programs, such as open and click rates, conversion to key actions, and impact on usage or seats. Keep the system running smoothly - Proactively identify issues, such as overlapping campaigns, conflicting rules, or stale content, and suggest improvements. - Help maintain consistent processes, documentation, and quality standards across the Digital Success & Expansion pod. Competencies & Experience: Must‑Have Experience - 2 to 5 years of experience in B2B SaaS in roles such as Customer Success, Digital Customer Success, Account Management, Sales, Lifecycle marketing, Marketing operations, growth operations, scaled customer success, Customer Support, or a similar execution-focused role. - Hands-on experience building and launching campaigns in lifecycle or engagement tools, for example Customer.io, Braze, Iterable, HubSpot, Salesforce, Totango, Churnzero, Gainsight or similar platforms. Experience with Claude Co-work a plus! - Comfortable working with segments, triggers, and event data, and able to spot issues in targeting or logic - Strong attention to detail and quality. You care about accurate audiences, clean execution, and clear documentation. - Analytical mindset. You can read dashboards, compare performance across variants, and summarize what you are seeing in simple, clear language. - Communicate clearly in writing and are able to draft or refine short lifecycle messages, and you are open to feedback that helps improve copy and outcomes. - Collaborative and inclusive teammate who engages well in a remote-first environment, listens to diverse perspectives, and focuses on solutions. - Seek feedback from your manager and peers, while looking for opportunities to grow your skills. - Curious about AI-native workflows and interested in using AI tools to speed up production and make customer experiences more relevant. Nice‑to‑Have Experience - Experience specifically driving seat expansion, multi‑team rollouts, or cross‑department adoption within existing accounts. - Familiarity with product analytics tools (e.g., Amplitude, Mixpanel, internal dashboards) and/or basic SQL or BI tools. - Experience contributing to modular design systems for email or in‑product messaging. - Prior involvement in building churn‑prevention or save programs. The listed Pay Range reflects the total cash compensation inclusive of annual base salary and annual bonus as applicable. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonus target and annual base salary for the role. This salary range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life/AD&D/STD/LTD insurance; FSA/HSA and medical, dental, and vision benefits. Tier 1 Pay Range (San Francisco, New York City, Seattle) $105,300—$131,600 USD Tier 2 Pay Range (All other US Locations) $91,500—$114,400 USD The listed Pay Range reflects the total cash compensation inclusive of annual base salary and annual bonus as applicable. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonus target and annual base salary for the role. This salary range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life/AD&D/STD/LTD insurance; FSA/HSA and medical, dental, and vision benefits. Pay Transparency Range $91,500—$131,300 USD We are AI NativeApollo.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. Why You’ll Love Working at ApolloAt 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. 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. 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!

• Own case study production from interview to publish, and make sure reps actually use the content • Build and manage a testimonial library that's always fresh, always accessible, and growing • Run a customer advocate community • Own public advocacy at scale • Help Sales close • Build AI-powered systems for each of these programs • Build the strategy to scale this program • Experiment with community programming

• Develop a sharp content strategy aligned with business goals • Grow the brand into the destination for modern GTM wisdom • Create content that educates without being boring • Translate complex sales tech concepts into easily digestible content • Collaborate with Demand Gen, PMM, and Sales to make impactful content • Scale the content machine with AI tools • Optimize by tracking performance to improve content output • Take risks and stand out in content creation

• Own enablement strategy across the sales cycle. • Be the PMM closest to upmarket deals. • Build the collateral library that sellers actually pull from. • Lead competitive and category positioning for upmarket motions. • Drive Post-Sales enablement and expansion plays. • Translate product launches into rep-ready moments. • Run a tight feedback loop with the field. • Operate as a strategic partner, not an order-taker.

Role Description This role owns Deliverability & Connectivity, the trust layer that determines whether Apollo can reliably send, sync, route, suppress, enrich, and activate across a customer’s GTM stack. - Apollo is expanding from “help me find and message prospects” to “help me run my GTM motion.” - This role spans mailbox connectivity, domain setup, ESPs, marketing systems, CRMs, suppression sources, routing systems, workflow automation, diagnostics, and the infrastructure that makes Apollo a trusted GTM execution platform. - Build the connected messaging and execution foundation that lets Apollo become the operating system for modern GTM. What you will own - The vision, strategy, and roadmap for Deliverability & Connectivity. - Apollo’s messaging infrastructure layer across deliverability, mailbox connectivity, ESPs, marketing systems, diagnostics, and safe execution. - Product experiences that help customers connect systems, understand health, diagnose issues, and confidently launch GTM motions. - Safe-to-send and safe-to-scale experiences across domains, mailboxes, ESPs, suppression rules, and sending paths. - Build vs. partner vs. integrate decisions across ESPs, MAPs, CRMs, data platforms, routing systems, and workflow tools. - Metrics across connection health, healthy setup, send reliability, deliverability health, sync reliability, self-serve resolution, activation, retention, and customer outcomes. - Cross-functional alignment across Product, Engineering, Design, GTM, Support, Data, and Enablement. - The long-term evolution of Apollo into the trusted execution layer for sales and marketing. What you will do - Get close to customers, GTM teams, Support, and internal users to understand where trust breaks down across setup, connectivity, sending, syncing, suppression, and execution. - Set product strategy for how Apollo should connect to the systems customers already use and help them execute GTM motions safely and reliably. - Prototype quickly using tools like Claude Code, Cursor, Lovable, Figma AI, and other AI-native workflows to validate ideas before scaling investment. - Turn complex infrastructure into simple customer experiences across SPF, DKIM, DMARC, DNS, OAuth, mailbox limits, ESP connectivity, suppression, bounce handling, and send safety. - Lead build vs. partner vs. integrate decisions across ESPs, MAPs, CRMs, data platforms, and workflow systems. - Partner deeply with Engineering on architecture, reliability, observability, APIs, data models, and edge cases while staying anchored in customer and business outcomes. - Partner with Design to make trust visible: what is connected, healthy, risky, blocked, and what action to take next. - Partner with GTM, Support, and Customer Success to reduce preventable customer pain and turn reliability into a product advantage. - Define the KPI tree and learning loop for the product area, then use it to prioritize, measure, and iterate. - Raise the bar for product clarity by writing crisp strategy docs, PRDs, launch plans, and tradeoff memos that make the next best action obvious. Qualifications - 7+ years of product management experience, including ownership of complex product areas from strategy through launch. - AI-native builder. You use tools like Claude Code, Cursor, Lovable, Figma AI, or similar to prototype, validate, and accelerate execution. - Principal-level ownership across a meaningful product area with company-level visibility. - Strong product judgment. You know how to find the highest-leverage problems, make hard tradeoffs, and protect focus. - Systems thinker. You can reason across mailboxes, domains, ESPs, MAPs, CRMs, suppression, consent, routing, workflows, and downstream execution. - High agency. You create clarity in ambiguous environments and move work forward without waiting for perfect structure. - Technical fluency across architecture, reliability, observability, APIs, data models, instrumentation, and edge cases. - Customer empathy for where trust breaks down for sales, marketing, RevOps, admins, and end users. - Execution excellence. You define, ship, measure, and iterate without thrash. - Strong influence and communication. You align teams, build trust quickly, and make complex systems feel simple. Nice to have - Experience in email deliverability, ESPs, marketing automation, messaging infrastructure, notifications, integrations, or GTM systems. - Familiarity with SPF, DKIM, DMARC, DNS, OAuth, suppression, consent, bounce handling, mailbox limits, reputation systems, or sending infrastructure. - Experience building integrations with CRMs, MAPs, ESPs, data platforms, routing tools, or workflow automation systems. - Experience building for sales, marketing, RevOps, customer success, or GTM operators. - Experience using analytics, experimentation, observability, or support data to improve platform reliability and customer outcomes. Benefits - Equity; company bonus or sales commissions/bonuses. - 401(k) plan. - At least 10 paid holidays per year, flex PTO, and parental leave. - Employee assistance program and wellbeing benefits. - Global travel coverage. - Life/AD&D/STD/LTD insurance. - FSA/HSA and medical, dental, and vision benefits. Pay Range - Tier 1 Pay Range (San Francisco, New York City, Seattle): $236,000 — $295,000 USD. - Tier 2 Pay Range (All other US Locations): $205,200 — $256,500 USD. Company Description 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. At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential.

• Draft, review, and negotiate master data services agreements and DPAs with customers. • Own first-line review of customer order forms, resolving issues with speed and commercial judgment. • Draft, review, and negotiate vendor agreements, marketing agreements, partnership agreements, and reseller agreements. • Work closely with the Product and Privacy Counsel and proactively engage with the Product team. • Identify gaps and provide resources and training to go-to-market teams as it relates to contracting process and terms. • Drive cross-functional initiatives that improve how legal works with different teams. • Assist with other legal support tasks that arise.

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. As a Customer Support Manager, you will play a critical role in driving the success of our customer support team. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. Required: • 4+ years in a customer-facing SaaS role (Customer Support, Customer Success, or Customer Experience) • 2+ years in a people management role with direct responsibility for Team Leads or senior ICs • Demonstrated experience owning team performance against KPIs including CSAT, SLA adherence, handle time, and response times • Proven ability to execute OKR initiatives and drive departmental improvement programs • Deep customer experience expertise with a proven ability to diagnose CX gaps, own escalation resolution end-to-end, and drive measurable improvements in customer satisfaction • Executive escalation handling with comfort owning high-stakes customer situations, communicating clearly to senior stakeholders, and closing escalations with minimal oversight • Data literacy with the ability to track, interpret, and act on performance metrics independently • Experience with support tooling and CRM platforms (e.g., Intercom, Salesforce, Zendesk) Preferred: • Experience in a high-growth SaaS or PLG environment • Familiarity with AI-assisted support tooling or automation platforms • Exposure to workforce management, support operations, or knowledge base programs Responsibilities - Customer Experience & Escalation Ownership • Own resolution of complex customer escalations, acting as the senior judgment layer between Team Leads and the Director of Support. • Drive measurable improvements in CSAT, response times, handle time, and product engagement through targeted coaching and process interventions. • Identify recurring customer experience gaps and partner with CX, Knowledge Base, and Support Ops teams to close them through scalable solutions. • Leverage AI-assisted support tooling and interaction data to surface trends, inform coaching decisions, and improve customer outcomes at scale. - People Leadership & Team Development • Lead, coach, and develop a team of Team Leads responsible for frontline support execution, quality, and cultural health. • Conduct structured 1:1s with all direct reports with clear agendas, actionable feedback, and documented follow-up commitments. • Build individual development plans for Team Leads with defined milestones, career pathways, and accountability checkpoints. - Operational Excellence & OKR Execution • Own the day-to-day operational health of assigned support pods, ensuring consistent adherence to SLAs, CE standards, and departmental expectations. • Lead and execute assigned OKR initiatives end-to-end, with clear tracking, reporting cadences, and cross-functional coordination. • Partner with Workforce Management, Support Operations, and Data partners to monitor performance signals and respond proactively to capacity or quality risks. • Define and enforce team-level processes, escalation paths, and documentation standards that drive consistency and reduce variability across pods. - Cross-Functional Partnership • Partner closely with Operations, Workforce Management, Support Operations, Data, Customer Experience, and Knowledge Base teams to align on priorities and drive shared outcomes. • Represent the frontline support perspective in cross-functional planning, surfacing team health signals and customer friction points to relevant stakeholders. • Communicate team performance, OKR progress, and escalation trends to the Director of Support with clarity and consistency. Competencies • People Leadership: Develops Team Leads through structured coaching, clear expectations, and consistent accountability tied to measurable team outcomes. • Customer Experience Expertise: Diagnoses CX gaps using qualitative and quantitative signals and drives systemic improvements that measurably raise customer satisfaction. • Escalation Judgment: Owns high-stakes customer and personnel situations end-to-end, applying sound judgment with minimal escalation to senior leadership. • Operational Excellence: Builds and enforces repeatable processes, SLA adherence frameworks, and quality standards across multiple pods simultaneously. • Analytical Thinking: Tracks and interprets performance data across CSAT, SLA, handle time, response time, attrition, and product engagement to inform coaching and operational decisions. • Cross-Functional Influence: Builds alignment with Ops, WFM, Support Ops, Data, CX, and KB partners without formal authority to drive shared outcomes. • AI Fluency: Applies AI-assisted tooling and interaction analytics to scale coaching insights, improve audit coverage, and surface actionable customer trends. • Change Leadership: Guides teams through evolving processes, tooling, and organizational priorities with clarity, consistency, and minimal disruption to performance. We are AI NativeApollo.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. Why You’ll Love Working at ApolloAt 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. 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. 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!