Senior High-Touch Onboarding Manager

Location: United Kingdom (Hybrid – London preferred)
Experience: 2–4+ years in SaaS Onboarding, Implementation, or Sales Engineering, Solutions Architecture, Technical Project Management

Drive Value Realisation for Apollo’s UK Customers

Apollo.io is scaling rapidly across EMEA, and our sales-led SMB and Mid-Market customers require structured, high-touch onboarding to activate quickly and realise value from our platform.

We’re looking for a Senior High-Touch Onboarding Manager (Individual Contributor) to own the onboarding journey for a portfolio of UK customers acquired through Sales. In this role, you will guide customers through structured onboarding programmes, align activation to their specific commercial objectives, and ensure meaningful, long-term adoption.

This is a high-ownership, customer-facing role suited to someone who thrives in fast-paced SaaS environments, enjoys solving complex customer challenges, and takes pride in delivering measurable outcomes.

What You’ll Do:

Own High-Touch Customer Onboarding

• Lead 3–6 structured onboarding sessions per customer.
• Manage a portfolio of 15–25 active onboarding accounts simultaneously.
• Conduct 15–20 customer meetings per week.
• Deliver structured, solution-oriented follow-ups with clear next steps and ownership.
• Maintain onboarding momentum and accountability across multiple stakeholders.
• Partner closely with Sales and Account Managers to ensure seamless handovers.

Your ability to manage concurrent onboarding journeys efficiently and professionally will directly impact customer satisfaction and retention.

Drive Goal-Led Activation

Activation is not feature-led — it is outcome-led.

You will:

• Analyse sales handover documentation to understand customer objectives.
• Conduct pre-session research to understand each customer’s go-to-market motion.
• Align onboarding sessions to their specific jobs-to-be-done.
• Prioritise workflows that drive measurable commercial impact (prospecting, account expansion, recruiting, etc.).
• Realign expectations where necessary while preserving trust and forward momentum.

Success in this role is measured by meaningful adoption and value realisation — not feature walkthroughs.

Navigate Cross-Functional Environments

• Collaborate with Sales, Product, Engineering, GTM Engineering, and Support to remove blockers.
• Handle escalations calmly and professionally.
• Document progress, milestones, and activation outcomes clearly.
• Continuously refine onboarding quality and delivery.

You’ll operate in a dynamic environment where priorities shift — maintaining structure, clarity, and professionalism is essential.

What Success Looks Like:

• Customers activate core workflows quickly and confidently.
• CSAT consistently ≥ 90%.
• Strong portfolio management with no dropped accounts or missed follow-ups.
• Reduced onboarding friction through proactive cross-functional coordination.
• Clear alignment between onboarding outcomes and customer commercial goals.

What We’re Looking For:

• Experience: 2–4+ years in SaaS OnboardingImplementation, or Sales Engineering, Solutions Architecture, Technical Project Management
• Hands-on experience with GTM tech stacks is required — including CRM platforms, sales engagement/sequencing tools, and email deliverability infrastructure (SPF/DKIM/DMARC, sending domains).
• Experience running structured onboarding programmes (multi-session journeys).
• Strong consultative communication skills with executive-level confidence.
• Proven ability to manage multiple customers simultaneously without sacrificing quality.
• Excellent organisational skills and follow-through.
• Comfortable handling difficult customer conversations and expectation resets.
• Native or fluent English.

Based in the UK and comfortable operating in a hybrid working environment (London preferred).