Senior Manager, Head of Touch Onboarding

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 Hub Spot, JD Sherman, among its board members.

Apollo.io is hiring a Senior Manager, High Touch Onboarding to lead and scale our onboarding delivery function for mid‑to‑high‑value customers through a blended model:

• High‑Touch Onboarding (Apollo‑led) — complex implementations, technical configuration, integrations, and launch management
• Partner‑Led Onboarding (partner‑delivered) — driving scale through consulting/agency partners with strong quality controls, enablement, and governance

This role is responsible for people leadership and services operations
: managing a portfolio of onboarding engagements, building the operating cadence (forecasting, resourcing, QA, escalations), and ensuring partners deliver consistently to Apollo standards. You’ll partner cross‑functionally with Sales, CS, Solutions Consulting, Product, Support, and Partner teams to drive predictable launches and faster time‑to‑value.

You’ll collaborate closely with a Sr. Manager, Post‑Sales Solutions Architect (peer role) who is split 50/50 across Onboarding + GTME and owns technical architecture patterns and complex technical escalations. Your focus is delivery leadership, partner execution, and team performance.

Build Services Delivery & Cross‑functional Orchestration

• Own a portfolio of onboarding implementations (high‑touch + partner‑led), ensuring predictable delivery across timelines, scope, and customer outcomes—similar to a PS leader running enterprise implementations end‑to‑end
• Establish a services operating cadence: kickoff standards, weekly status, risk management, exec‑level steering as needed for strategic accounts.
• Drive clean handoffs from pre‑sales to onboarding delivery (scope clarity, success criteria, dependencies, stakeholders).
• Partner deeply with Sales/CS to align engagement model: what’s included in onboarding vs. what becomes follow‑ services or partner work.

Maintain & Scale a Partner‑Led Delivery Motion (Quality + Enablement)

• Own partner agency strategy for onboarding delivery: partner selection inputs, onboarding/ramp, certification, and ongoing enablement so partners act as a true extension of Apollo.
• Build the partner governance system: playbooks, QA gates, audit/review processes, escalation paths, and performance scorecards.
• Ensure partner‑led implementations maintain Apollo’s bar for customer experience, technical correctness, and timeline discipline (not “outsourced,” but operationally integrated).
• Create scalable collateral for partners and internal teams: templates, discovery guides, rollout checklists, and launch criteria (standard PS “best practice” assets).

Lead the Team (People + Services Ops + Continuous Improvement)

• Hire, coach, and develop a high‑performing onboarding delivery team (High‑Touch + Partner Ops / Partner Managers).
• Build the “services ops” backbone: capacity planning, utilization forecasting, delivery prioritization, escalation management, and delivery reporting (weekly metrics + exec‑ready updates).
• Establish process discipline around documentation, project hygiene, and execution standards (project plans, RAID logs, status reporting, and delivery retros).
• Identify recurring delivery friction and drive improvements across process, tooling, enablement, and product feedback…