Senior Customer Success Manager
Job Summary
Job Description
Apollo GraphQL is seeking a motivated and dynamic Customer Success Manager to join their team. The role involves managing the customer adoption lifecycle for named accounts, including onboarding, value realization, and turning customers into advocates. Key responsibilities include leading post-sales technical value-selling, positioning solutions, delivering product demos, and facilitating new feature adoption to expand customer usage of GraphOS. The role also requires owning program and delivery management for customer outcomes, providing guidance on API architecture best practices and cloud migration strategies, and leading customer workshops to realize business value. Proactive maintenance of customer health and intervention in at-risk accounts are also crucial.
Must have:
- Strong technical value-selling skills
- Expertise in program and delivery management
- Stakeholder management experience
- Understanding of API architecture
- Cloud migration best practices
- Experience with complex technical implementations
- Account relationship management
- Proficiency in API deployment
- Tracking health signals
- Managing retention strategies
Good to have:
- Experience with Git/Ops
- Experience with Observability
- Experience with Kubernetes/Docker Deployment
- Ability to assess Build/Value management processes
- Comfortable navigating technical solutions hands-on
- Experience acting as a product owner
- Ability to scope, execute, and evaluate technical projects
Perks:
- Equity
- Benefits (medical, dental, vision)
9 skills required
Job Details
At Apollo GraphQL, we’re revolutionizing GraphQL API orchestration, empowering organizations to innovate faster and rapidly deliver seamless experiences with lower risk. Our mission is to make application development easier, better, and accessible to more people. We build open-source tools and commercial services used by many thousands of developers in production.
Apollo is seeking a motivated and dynamic individual to join our Customer Success team as a Customer Success Manager. If you’re passionate about delivering exceptional customer experiences and thrive in a fast-paced, collaborative environment, we want you on our team.
What you'll do
- Manage the customer adoption lifecycle for a book of named accounts, including onboarding, value realization, expansion, and turning customers into graph advocates.
- Lead post-sales technical value-selling efforts, positioning solutions, delivering product demos, and facilitating new feature adoption, to expand customers’ usage of GraphOS.
- Own program and delivery management to drive timely and high impact customer outcomes with GraphOS.
- Provide guidance on API architecture best practices and cloud migration strategies.
- Consultatively lead customer workshops to quickly realize business value with their Graph, which may include Success Planning, Event Storming, Impact Mapping, or other activities.
- Proactively maintain customer health and intervene in at risk accounts to prevent stagnation and reengage on a path to value.
Who you are
- Strong technical value-selling skills with a proven ability to align solutions with customer needs.
- Expertise in program and delivery management to drive tangible impact.
- Experience in stakeholder management, ensuring alignment across technical and business teams.
- Understanding of API architecture principles and cloud migration best practices.
- Demonstrated ability to work with teams executing complex technical implementations.
- Background in account relationship management, storytelling, and selling success narratives.
- Experience with Git/Ops, Observability, and Kubernetes/Docker Deployment.
- Strong proficiency in API deployment and prototype development.
- Ability to assess and review Build/Value management and BVA processes.
- Expertise in tracking health signals and managing retention strategies within customer plans.
- Comfortable navigating technical solutions hands-on, ensuring alignment with product instructions.
- Experience acting as a product owner.
- Proven ability to scope, execute, and evaluate high-impact technical projects.
At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process.
The above salary range includes base salary + variable compensation. Apollo also offers equity, and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial.
Location: This is a remote position that can be done from anywhere in the US or Canada, working PST or CST hours.
Equal Opportunity: Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce.
E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please visit E-Verify.
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