At a Glance
- Tasks: Lead high-touch onboarding for UK customers, ensuring they achieve their goals with our platform.
- Company: Join Apollo.io, a fast-growing SaaS company valued at $1.6 billion.
- Benefits: Enjoy a hybrid work environment, competitive salary, and opportunities for personal growth.
- Other info: Collaborative culture that encourages bold ideas and continuous improvement.
- Why this job: Make a real impact by helping customers unlock their revenue potential.
- Qualifications: 2-4+ years in SaaS onboarding or related fields, strong communication skills required.
The predicted salary is between 70000 - 90000 £ per year.
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.
Location: United Kingdom (Hybrid – London preferred)
Experience: 2–4+ years in SaaS Onboarding, Implementation, or Sales Engineering, Solutions Architecture, Technical Project Management
Drive Value Realisation for Apollo’s UK Customers. Apollo.io is scaling rapidly across EMEA, and our sales-led SMB and Mid-Market customers require structured, high-touch onboarding to activate quickly and realise value from our platform. We’re looking for a Senior High-Touch Onboarding Manager (Individual Contributor) to own the onboarding journey for a portfolio of UK customers acquired through Sales. In this role, you will guide customers through structured onboarding programmes, align activation to their specific commercial objectives, and ensure meaningful, long-term adoption.
This is a high-ownership, customer-facing role suited to someone who thrives in fast-paced SaaS environments, enjoys solving complex customer challenges, and takes pride in delivering measurable outcomes.
What You’ll Do:
- Own High-Touch Customer Onboarding
- Lead 3–6 structured onboarding sessions per customer.
- Manage a portfolio of 15–25 active onboarding accounts simultaneously.
- Conduct 15–20 customer meetings per week.
- Deliver structured, solution-oriented follow-ups with clear next steps and ownership.
- Maintain onboarding momentum and accountability across multiple stakeholders.
- Partner closely with Sales and Account Managers to ensure seamless handovers.
Your ability to manage concurrent onboarding journeys efficiently and professionally will directly impact customer satisfaction and retention.
Drive Goal-Led Activation
Activation is not feature-led — it is outcome-led. You will:
- Analyse sales handover documentation to understand customer objectives.
- Conduct pre-session research to understand each customer’s go-to-market motion.
- Align onboarding sessions to their specific jobs-to-be-done.
- Prioritise workflows that drive measurable commercial impact (prospecting, account expansion, recruiting, etc.).
- Realign expectations where necessary while preserving trust and forward momentum.
Success in this role is measured by meaningful adoption and value realisation — not feature walkthroughs.
Navigate Cross-Functional Environments
Collaborate with Sales, Product, Engineering, GTM Engineering, and Support to remove blockers. Handle escalations calmly and professionally. Document progress, milestones, and activation outcomes clearly. Continuously refine onboarding quality and delivery. You’ll operate in a dynamic environment where priorities shift — maintaining structure, clarity, and professionalism is essential.
What Success Looks Like:
- Customers activate core workflows quickly and confidently.
- CSAT consistently ≥ 90%.
- Strong portfolio management with no dropped accounts or missed follow-ups.
- Reduced onboarding friction through proactive cross-functional coordination.
- Clear alignment between onboarding outcomes and customer commercial goals.
What We’re Looking For:
- Experience: 2–4+ years in SaaS Onboarding, Implementation, or Sales Engineering, Solutions Architecture, Technical Project Management.
- Hands-on experience with GTM tech stacks is required — including CRM platforms, sales engagement/sequencing tools, and email deliverability infrastructure (SPF/DKIM/DMARC, sending domains).
- Experience running structured onboarding programmes (multi-session journeys).
- Strong consultative communication skills with executive-level confidence.
- Proven ability to manage multiple customers simultaneously without sacrificing quality.
- Excellent organisational skills and follow-through.
- Comfortable handling difficult customer conversations and expectation resets.
- Native or fluent English.
- Based in the UK and comfortable operating in a hybrid working environment (London preferred).
We are AI Native. 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.
Why You’ll Love Working at Apollo
At 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.
Senior High-Touch Onboarding Manager in London employer: Apollo.io
Apollo.io is an exceptional employer that fosters a culture of collaboration and continuous improvement, making it an ideal place for professionals looking to make a meaningful impact in the SaaS industry. With a strong focus on employee growth, you will have access to resources and support to excel in your role while working in a dynamic hybrid environment in London. The company values bold ideas and encourages innovative thinking, ensuring that your contributions are recognised and rewarded as you help customers unlock their full revenue potential.
StudySmarter Expert Advice🤫
We think this is how you could land Senior High-Touch Onboarding Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Apollo.io. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Apollo.io before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior High-Touch Onboarding Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Apollo.io:Your cover letter is your chance to shine! Tell us why you want to work at Apollo.io specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Apollo.io!
How to prepare for a job interview at Apollo.io
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
