Customer Experience Manager

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. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. Role & Mission We are seeking a Customer Experience Manager to elevate the quality of our customer-facing interactions across both AI-powered and human-assisted channels. This role combines team leadership in Customer Experience and customer satisfaction insights. You will lead a team of QA analysts, leverage & train AI tools to audit and score customer interactions, and ensure actionable insights are translated into improved performance and customer outcomes. Your leadership will foster a “customer-obsessed culture” while developing ICs into high-performing, cross-functional partners. This role is ideal for someone who thrives at the intersection of customer advocacy, operational rigor, and AI-powered quality management Requirements 4–6 years in Customer Experience, Quality Assurance, for SaaS/tech roles 3+ years in a leadership role managing CX teams. Demonstrated experience implementing or scaling AI-driven QA and interaction audit tools Strong data analysis and reporting skills (Excel, dashboards, BI tools) Excellent communication and storytelling skills, with the ability to influence cross-functional partners and executives. Skilled in QA platforms, analytics dashboards, and conversational analysis tools. Competences Coaching & Team Development: – Conduct weekly 1:1s to drive growth, calibrate scoring, and align priorities. – Lead team meetings, cross-functional syncs, and QA calibration sessions. – Foster a recognition-based, feedback-driven culture grounded in customer obsession. – Support onboarding, training, and enablement of new QA and CX team members. Operational Ownership: – Own QA framework for auditing AI and human interactions across support channels. – Use AI-driven tools to analyze conversations, surface trends, and improve scoring accuracy. – Track and report on KPIs including CSAT, QA scores, and actionable coaching insights. – Lead systemic improvement projects to strengthen customer satisfaction and reduce friction. Quality Program Leadership: – Establish and refine QA rubrics, standards, and calibration processes. – Ensure consistent and fair evaluation of interactions, with a focus on customer outcomes. – Drive insights from CSAT and QA results into coaching, product, and process improvements. – Maintain rapid SLA for reporting QA outcomes and escalating systemic issues. Strategic Collaboration: – Partner with Support, Product, and Engineering teams to translate QA findings into customer experience improvements. – Serve as the escalation point for QA-related concerns and ensure clear, consistent communication of trends. – Provide leadership updates and insights that inform OKRs and strategic decisions. – Drive proactive feedback loops across CX, CS, and Enablement teams. 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. Learn more here!