Customer Success Manager

Job Summary:

At Apollo, the Customer Success Manager will drive retention and growth within the State, Local, and Education (SLED) sectors, ensuring customers maximize the value of Apollo’s cybersecurity solutions. This role requires a proactive approach to engagement and navigating SLED procurement, compliance, and funding challenges while working cross-functionally to secure renewals and expansion.

Responsibilities/Tasks:

·        Build and maintain strong, long-lasting relationships with key stakeholders within assigned customer accounts.

·        Leverage knowledge of SLED procurement processes to navigate complex contract vehicles, cooperative purchasing agreements, and budget cycles, ensuring smooth onboarding and long-term retention.

·        Lead proactive account management by developing customized engagement strategies that address the unique security and operational challenges faced by SLED entities, fostering advocacy and long-term partnerships.

·        Act as the primary point of contact for customer issues, and escalations, ensuring timely resolution and follow-up

·        Monitor key performance metrics and risk indicators to identify and address potential churn risks, ensuring a high level of satisfaction and contract renewals across state, local, and education clients.

·        Conduct regular check-ins, business reviews, and health checks to assess customer satisfaction and identify areas for improvement.

·        Serve as a customer advocate, communicating customer needs and feedback to internal teams.

·        Develop a deep understanding of Apollo's products and services to effectively advise and assist customers.

·        Collaborate with sales, operations and technical support teams to address customer needs and drive product enhancements and/or process improvements.

·        Prepare and present regular reports on customer status, success metrics, and potential risks to senior management.

·        Assist sales teams with driving customer renewals and expansion business by demonstrating the value and ROI of our services.

·        Identify opportunities for upselling and cross-selling additional services and solutions. 

·        Communicate with internal stakeholders for key decisions related to the customer.

·        Communicate escalations to the business leaders for awareness and resolution.

·        Develop customer metrics dashboard and monitor customer health metrics, such as usage patterns, satisfaction scores, and retention rates, to identify at-risk customers and take proactive measures.

Required Skills:

·        Strong understanding of cybersecurity concepts, technologies, and best practices.

·        Familiarity with Professional Services, Managed Services, Threat Intelligence and Value-Added Reseller approaches. 

·        Excellent communication, presentation, and interpersonal skills

·        Strong problem-solving abilities and a customer-centric mindset.

·        Ability to work independently and collaboratively in a fast-paced, dynamic environment. Minimum of 3-5 years of experience in customer success, account management, or a related role within the cybersecurity industry.

·        Proven experience managing customer relationships and driving successful outcomes in a B2B environment.

·        Proven ability to develop/create and communicate customer dashboards, metrics. Experience with CRM software (e.g., Salesforce, HubSpot, Loopio) and customer success tools.

Education/Certifications:

·        Bachelor’s degree or a commensurate job experience

·        Relevant certifications (e.g., CISSP, CISM, CSM) are a Plus

·        Certification in Customer Success (e.g., Certified Customer Success Manager) is a plus

Behaviors/Values:

We have created a fantastic corporate culture – our values drive our behavior.  We strive to: 

·       Act with integrity and communicate honestly and openly. 

·       Display passion for excellence and customer service 

·       Be driven, self-motivated individual who is curious and eager to learn. 

·      Take full accountability for your actions and the results. 

·       Respect others and demonstrate fair treatment to all​.

Apply here: Careers (apollo-is.com)

Need help with submitting an application: please contact Accommodations@ apollo-is.com