Customer Support Enablement Manager - CDMX
Skills
- Bilingual Spanish and English (fluent)
- Proven facilitation and live-training experience (customer-facing or internal)
- Experience designing onboarding and enablement programs for support or customer success
- Knowledge of technical integrations and SaaS workflows
- Familiarity with CS tooling (e.g., Vitally), LMS and content hubs, and enablement tools (Maestro, survey dashboards)
- Strong stakeholder management, program design, and cross-functional collaboration
- Metric-driven approach to define success and iterate on programs
Responsibilities
- Deliver customer onboarding for Apollo’s product suite, guiding implementations and driving early value.
- Lead technical discussions and integrations with third-party tools (Salesforce, HubSpot, Marketo, Zapier, etc.).
- Manage a portfolio of ~30–40 onboarding customers and maintain <6 hour SLA during onboarding.
- Design, run, and iterate the 6-week new-hire onboarding program for Customer Support in Mexico City, including in-person facilitation.
- Create and maintain onboarding documentation, checklists, certifications, and ramp milestones.
- Partner with cross-functional teams (Support Ops, QA, Product, Sales, Engineering) to align enablement with business goals.
- Develop blended enablement programs (live, async, microlearning, certifications) and leverage LMS/content hubs/maestro to scale.
- Define and track success metrics (time to productivity, QA scores, CSAT, adoption milestones) and implement continuous improvements.
Education
- Bachelor’s degree preferred or equivalent professional experience
- Relevant certifications or training in enablement, training design, or customer success are a plus
Benefits
- Competitive salary and equity participation
- Remote-first flexibility and collaborative, growth-focused culture
- Opportunities for career growth and professional development
- Typical SaaS benefits (medical/dental/vision, retirement plan) and paid time off
Average salary estimate
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About Apollo: Founded in 2015, Apollo is a leading data intelligence and sales engagement platform trusted by 40,000 paying customers, from rapidly growing startups to some of the largest global enterprises. Its community-based approach to crowds...
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