Senior Revenue Operations Manager, Customer Operations

📋 Description

• • Join Apollo.io, the leading go-to-market solution empowering over 500,000 companies and millions of users globally to unlock their full revenue potential. As one of the fastest-growing SaaS companies, valued at $1.6 billion and backed by top-tier investors, we provide sales and marketing teams with an integrated platform offering verified contact data and engagement tools to transform prospects into customers.
• • We are seeking a highly motivated and detail-oriented Senior Revenue Operations Manager, Customer Operations to join our dynamic Revenue Operations team. This is a pivotal role where you will be instrumental in developing and scaling our Digital Customer Success program, directly supporting our Onboarding and Customer Success teams.
• • Your primary responsibility will be to design, implement, and manage best-in-class operational processes that drive effectiveness, enhance productivity, and enable scalable growth across our entire post-sales organization.
• • As a key strategic partner to our revenue-driving teams, you will take full ownership of critical systems and workflows, championing process excellence and contributing significantly to our go-to-market execution.
• • This role is perfectly suited for a proactive, data-driven operations professional with a proven track record of success in fast-paced, product-led, high-growth environments.
• • Key responsibilities include the strategic development of a comprehensive Digital Customer Success program designed to engage with our entire customer base at scale, ensuring proactive support and value realization.
• • You will implement and refine an actionable customer health score system, crucial for proactively identifying at-risk accounts, reducing churn, and improving Net Dollar Retention (NDR).
• • This role involves standardizing key customer metrics across the organization, establishing clear benchmarks, and creating/managing robust corporate reporting assets to provide actionable insights.
• • A significant part of your role will be to optimize system integrity, ensure high data quality, and refine operational processes in close collaboration with Revenue Operations and other cross-functional teams.
• • You will partner closely with GTM (Go-To-Market) cross-functional leaders to ensure alignment and drive the achievement of corporate Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs).
• • This position offers a unique opportunity to shape the future of customer success operations at a rapidly growing company, leveraging AI and automation to drive efficiency and customer value.
• • You will be at the forefront of implementing innovative solutions that enhance the customer journey and contribute directly to our company's sustained growth and market leadership.
• • The ideal candidate will possess a deep understanding of customer lifecycle management, operational efficiency, and the strategic importance of customer success in a SaaS environment.
• • You will analyze performance data, identify trends, and develop data-backed recommendations for process improvements and strategic initiatives.
• • This role requires a strong ability to collaborate with various stakeholders, including Sales, Marketing, Product, and Engineering, to ensure seamless execution of customer-focused strategies.
• • You will contribute to the continuous improvement of our operational frameworks, ensuring they remain agile and effective in a dynamic market landscape.
• • The Senior Revenue Operations Manager will play a critical role in fostering a customer-centric culture throughout the organization, ensuring that operational processes are aligned with delivering exceptional customer experiences.
• • You will be responsible for defining and documenting operational procedures, ensuring consistency and scalability across all customer-facing teams.
• • This role demands a strategic mindset coupled with the ability to execute tactically, driving tangible results and measurable improvements in customer satisfaction, retention, and expansion.
• • You will leverage your expertise to build and maintain operational dashboards and reports that provide real-time visibility into customer health, engagement, and operational performance.
• • The successful candidate will be a self-starter, capable of managing multiple priorities and projects simultaneously in a fast-paced, remote work environment.
• • You will be a key contributor to the overall success of the Revenue Operations function, driving operational excellence and supporting the company's ambitious growth objectives.