Senior Customer Success Engineer - Scale

United States or Canada (remote)
Customer Success – Customer Engagement /
Full-time /
Remote
At Apollo GraphQL, we’re revolutionizing GraphQL API management, empowering businesses to build, ship, and scale their APIs with ease.  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 We’re seeking a motivated and dynamic individual to join our newly formed Scaled Customer Success team as a Scaled Customer Success Engineer.

As a Scaled Customer Success Engineer, you’ll play a key role in driving customer success and product adoption for our Scaled and Enterprise segments. Leveraging your technical expertise and customer-centric approach, you’ll proactively support a growing portfolio of customers. Our mission is to efficiently deliver great customer experiences that lead to product adoption and value realization through intelligent data analytics, education, smart automation, and strategic human interactions.  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

    • Engage 1:1 with a high volume of Apollo customers at strategic points in the customer journey to ensure adoption.
    • Effectively triage and resolve inbound customer requests that are pooled across the Scaled CS team. 
    • Design and lead 1:many customer engagements such as webinars, training demos, and office hours. 
    • Monitor and analyze product usage/adoption data to identify risks and expansion opportunities. 
    • Work cross-functionally to identify trends for common customer challenges and actively suggest ways to address them. 
    • Act as a champion for customer success within the organization, advocating for the needs of our Scaled customers and driving initiatives to deliver exceptional customer experiences.
    • Define, develop, and deliver content, programs, and campaigns aimed at helping customers adopt Apollo’s products. 
    • Test and iterate on Scale content program ideas and track results based on positive business outcomes.
    • Assist in refining customer segmentation strategies and Health Scoring models to optimize customer success efforts.
    • Continuously improve self-service education content and delivery to empower customers and drive self-sufficiency.

Who you are

    • Experience managing a high volume of customers at all parts of the adoption journey. 
    • Bachelor’s in Computer Science, Information Systems, Business Administration, or related field; or equivalent work experience.
    • Strong understanding of software development, APIs, and web technologies.
    • Excellent communication and interpersonal skills, with the ability to build rapport and relationships with customers.
    • Demonstrated ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
    • Experience with customer success tools and technologies is a plus.
    • Experience with building, analyzing, and interpreting customer data to influence stakeholder decision-making

Nice to have

    • Experience working in a Scaled Success or Digital Success team
    • Experience with Customer Success Platforms (ex: Vitally, Gainsight)
    • Experience with Digital Analytics Software (ex: Amplitude, Pendo)
    • Experience with Email/Marketing Automation Platforms (ex: Marketo)
    • Experience with Project management / Collaboration tools (ex: Atlassian suite)
    • Past experience working within the API space especially GraphQL is highly preferred
    •  Experience working in a startup environment is highly desirable
$117,640 - $138,400 a year

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. 

In addition to the U.S. base salary range, we also provide variable compensation, 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 in the CST and MST time zones.

Equal Opportunity: Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce.

Privacy: California residents applying for positions at Apollo can see our privacy policy here.

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.