Client Success Manager

Apollo Technical Has an immediate need for a Customer Success Manager in the DFW area.

This is a temp to hire mostly remote position. Will need to go into the office sporadically.

Job Summary

This role involves onboarding new clients, guiding them through best practices, monitoring product engagement, and collaborating with sales and product teams to identify upsell
opportunities. The ideal candidate is customer-centric, highly analytical, and adept at building long-lasting relationships.

Key Responsibilities

Onboarding & Training:

• Conduct training sessions, webinars, and personalized demos to empower users with platform features and best practices.
• Customer Engagement & Retention:
• Develop and execute customer success strategies to drive product adoption, satisfaction, and long-term retention.
• Monitor customer usage data and feedback to proactively address issues and optimize the user experience.

• Identify opportunities for upselling and cross-selling within the existing customer base and collaborate with the sales team to drive revenue growth.
• Serve as the primary point of contact for assigned accounts, fostering strong, trust-based relationships.
• Act as a customer advocate within the organization, relaying insights and feedback to product and marketing teams.
• Track key performance indicators (KPIs) related to customer success (e.g., churn rate, renewal rate, upsell revenue) and report findings to leadership.
• Use customer data to identify trends and recommend strategies for product and service improvements.

• Work closely with Sales, Product, and Support teams to align on customer feedback, feature requests, and strategic initiatives.Develop and maintain resources such as FAQs, user guides, and training materials to support ongoing customer success.

Education & Experience:

• Bachelor’s degree in Business, Marketing, Communications, IT or a related field.
• 3+ years of experience in customer success, account management, or a related role in a SaaS or B2B technology environment; experience in industrial or manufacturing sectors is a plus.
• strong interpersonal and communication skills with the ability to build relationships at all organizational levels.
• Proficiency with customer success platforms such as Hubspot
• Excellent analytical skills with the ability to interpret data and provide actionable insights.
• Proven ability to manage multiple projects and prioritize tasks in a fast-paced environment.
• Customer-focused with a passion for delivering exceptional service.
• Proactive problem solver with a strong attention to detail.
• Adaptable, with the ability to work effectively both independently and as part of a team.

Knowledge of KPIs

• Percentage of new clients successfully onboarded within TARGET

• Average time from signup to first interaction within the tool (TBD what action is)
• Active usage rates (daily/weekly/monthly active users)

• Product adoption metrics (feature usage frequency, login frequency)
• Customer Satisfaction Score (CSAT) from onboarding and support interactions

• Net Promoter Score (NPS) to gauge overall customer sentiment

• Qualitative feedback collected via surveys and regular check-ins