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

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 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.

• 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.

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.

• 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.

• 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.
  
  

• 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).

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.

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!