Customer Success Operations Analyst

Someday, your resume will proudly showcase your role as one of the early members of the Apollo RevOps team. You will recount how you contributed to building mission-critical processes, systems, and analytics, laying the foundation for our Customer Success teams to operate efficiently and effectively. Opportunities like this don't come around often.
This role is high-impact, as you will play a crucial part in scaling our Customer Success team with data, analytics, and technology, contributing to Apollo's journey to becoming the next great software company. 
Apollo enjoys tier-1 backing from industry leaders like Andreessen Horowitz and Insight Partners. With millions of weekly downloads of our open-source product, we are on an extraordinary growth trajectory.

What you’ll do

• Assist with executive-level reporting, including historical performance analysis, forecasts, PS business summaries, and OKRs. Continuously seek opportunities to enhance forecast accuracy.
• Define and operationalize metrics to measure and enhance CS efficiency and impact (e.g., feature adoption, account stickiness score). Develop and maintain associated reporting and dashboards to drive data-driven decision-making throughout the organization.
• Assist in Managing our CS platform, Vitally.io. Create custom solutions and automation to optimize CS processes, making them more scalable, efficient, and collaborative.
• Program manage CS internal operational cadence, collaborating with cross-functional teams to set agendas, timelines, content reviews, and follow-ups on action items.
• Evolve into an expert in specific CS Ops areas, contributing to the creation and implementation of long-term CS strategies as the company grows into new phases (e.g., tech touch program).

Who you are

• Data-driven and analytical: Proficient in using spreadsheet tools, Tableau, and Salesforce to develop insightful dashboards and analyses to monitor performance and identify improvement opportunities.
• Systematic thinking: Skilled at standardizing recurring actions through process creation and understanding how different components of a system interact with each other.
• Collaborative: Collaborates effectively with CS and cross-functional teams, including Product and Sales, to ensure full engagement and highly effective processes, driving CS impact at Apollo.
• Entrepreneurial spirit: Self-starter comfortable with managing competing priorities and navigating ambiguity in a fast-paced environment.
• Proven work experience in Customer Success Operations, Business Operations, Consulting, or related fields.

Nice to have

• Proficiency in self-serving with data by writing custom SQL queries into multiple tables in our GBQ database.
• Prior experience in Enterprise SaaS companies or high-growth Open Source Companies.

This position can be done from anywhere in US time zone.
Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce.
California residents applying for positions at Apollo can see our privacy policy here.