Manager, Product Specialist

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.

🌟 Lead Customer Onboarding at Apollo.io

Apollo.io is looking for a driven, customer-obsessed Manager of Product Specialists to lead our onboarding team in Mexico City. This role is critical to ensuring that every new customer achieves value quickly and consistently. You’ll coach a team of Product Specialists who deliver high-impact onboarding sessions, set the tone for our customer relationships, and accelerate adoption of Apollo’s platform.

As a Manager, Product Specialist within our SMB segment (1 to 200 employees), you will lead a team responsible for onboarding our highest-volume customer tier—ensuring each new client receives a fast, high-quality introduction to Apollo. You’ll coach Product Specialists to deliver consistent, impactful 1:1 onboarding sessions, drive early adoption of core features, and create scalable processes that shorten time-to-value. Your leadership will have a direct impact on customer satisfaction, activation metrics, and long-term retention. This is a hands-on, high-impact role at the heart of Apollo’s post-sale experience, ideal for someone who thrives in fast-paced environments and loves building customer-centric teams.

What you’ll do

1. Team Management & Onboarding Execution

• Lead and coach a team of ~10 Product Specialists responsible for onboarding new customers during 1-hour live video calls.
• Ensure a consistently high standard of delivery across onboarding sessions by shadowing calls, reviewing feedback, and coaching team members.
• Own team metrics: monitor onboarding completion rate, no shows, CSAT, and adoption of core features within the first 30 days.
• Manage team schedules and capacity to support onboarding volume, including reassignments and coverage planning.
• Maintain a strong understanding of the latest product releases and ensure the team is always up-to-date with new functionality and messaging.
• Collaborate cross-functionally with Sales, Customer Success, and Support to ensure a seamless customer experience.
• Proactively identify patterns in customer feedback or onboarding blockers and work with internal teams to resolve or escalate them.

1. Strategy & Program Improvement

• Build and optimize playbooks, onboarding frameworks, and standard operating procedures to improve time-to-value for customers.
• Use data to assess team and program performance—identifying gaps in process or delivery and creating action plans to address them.
• Conduct regular 1:1s, team meetings, and skill refresh sessions focused on consultative onboarding, objection handling, and product enablement.
• Report regularly on onboarding funnel metrics, team capacity, and customer health post-onboarding to key stakeholders.
• Partner with Product and Enablement teams to iterate on onboarding materials and resources, ensuring relevance and effectiveness.
• Set the vision for world-class onboarding experiences and continuously raise the bar for customer engagement and satisfaction.

1. Mindset and Behaviors

• Be a cultural pillar and thought leader for the onboarding team, bringing new ideas to scale operational excellence and delight customers.
• Foster a culture of continuous improvement, high standards, and radical ownership within the team.
• Act as a trusted mentor and motivator—helping team members develop professionally while holding them accountable to individual goals.
• Operate with a bias for action, resourcefulness, and curiosity.
• Maintain a customer-obsessed mindset and always ask: “How can we help our customers win faster?”
• Thrive in ambiguity and adapt quickly to changes in tools, processes, or business priorities.

What we’re looking for

• Have at least 2 years of experience managing a team of at least 5 persons (ideally in a SaaS environment)
• Have at least 7 years of experience in customer facing roles (including the 2 years of management experience) 
• Experience leading onboarding, customer success, or implementation functions.
• Proven track record of hitting performance goals and improving team KPIs.
• Comfortable giving feedback, running performance reviews, and coaching team members in real-time.
• Fluent in English (C1 level required), with excellent written and verbal communication.
• Strong organizational and time management skills—you thrive with a fast pace and high accountability.
• Proficient with tools like Salesforce, Gong, Notion, and/or similar platforms.
• Must be willing to be in office 5 days a week in our Mexico City Office location.

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!