At a Glance
- Tasks: Lead engaging onboarding sessions and manage multiple customer accounts to ensure success.
- Company: Join Apollo.io, a top go-to-market solution for revenue teams worldwide.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and customer satisfaction.
- Why this job: Make a real impact by helping customers activate their workflows confidently.
- Qualifications: 2–4+ years in SaaS onboarding or related fields with strong communication skills.
The predicted salary is between 50000 - 60000 £ per year.
Apollo.io is a leading go-to-market solution for revenue teams, serving over 500,000 companies worldwide. The company is based in the United Kingdom and operates on a hybrid model with London as the preferred location.
Location & Experience
- United Kingdom (Hybrid – London preferred)
- 2–4+ years of experience in SaaS Onboarding, Implementation, Sales Engineering, Solutions Architecture, or Technical Project Management.
Key Responsibilities
- 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 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.
- Analyze 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 (e.g., prospecting, account expansion, recruiting).
- Realign expectations where necessary while preserving trust and forward momentum.
- 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.
Success Metrics
- 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.
Qualifications
- Experience running structured onboarding programmes (multi‑session journeys).
- Hands‑on experience with GTM tech stacks, including CRM platforms, sales engagement/sequencing tools, and email deliverability infrastructure (SPF/DKIM/DMARC, sending domains).
- 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.
Legal Notice
Applies to all qualified applicants regardless of race, color, religion, gender, national origin, disability, veteran status, or any other protected characteristic.
Senior High-Touch Onboarding Manager employer: Apollo.io
Apollo.io is an exceptional employer that fosters a dynamic and inclusive work culture, prioritising employee growth and development. With a hybrid working model based in London, employees benefit from flexible arrangements while engaging with a diverse portfolio of clients, ensuring meaningful contributions to their success. The company offers robust training opportunities and a collaborative environment, making it an ideal place for professionals seeking to make a significant impact in the SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior High-Touch Onboarding Manager
✨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
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.
