Customer Experience Sr. Manager

Apollo.io; Ciudad de México; Presencial; MXN 1,457,000 - 1,823,000; Jornada completa

Descripción de la vacante

A leading SaaS company in Mexico City is seeking a Customer Experience Senior Manager to drive proactive and AI-powered customer engagements. The candidate will lead two critical teams: Knowledge Base Content and Customer Experience Change Agents, transforming how support works. Responsibilities include strategic leadership, team development, and leveraging AI insights to enhance customer experiences. Ideal for an inquisitive leader who thrives in dynamic environments. Experience in operations, content, and customer insight roles is essential.

Servicios

Growth opportunities

Collaborative environment

Innovative culture

Formación

• 5+ years in customer experience, content, operations, or insights roles.
• 5+ years leading managers or high-performing teams.
• Experience building teams through change or rapid scaling.

Responsabilidades

• Architect how CE and KB teams will operate going forward.
• Ensure all product changes are reflected in knowledge articles.
• Shift the team from compliance QA to experience discovery.

Conocimientos

Customer experience

Leadership

Content operations

AI applications

Analytical insights

Descripción del empleo

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.

Role Summary

We are rebuilding how support works at Apollo. Moving from a reactive, ticket-driven model into a proactive, insight led, AI-powered customer experience engine. The Customer Experience Senior Manager role plays a central role in that evolution. Expect up to 10 weeks of travel a year to sit with teams, work shoulder to shoulder with partners, and get close to the real customer experience when it matters most.

This leader will own two critical functions:

1. Knowledge Base Content Team

This team produces and maintains high-quality customer-facing and internal knowledge. Content viewed millions of times and used heavily by both humans and AI. The Senior Manager ensures the KB becomes a strategic asset, not a static library. Updated fast, structured for machines, and intuitive for humans.

2. Customer Experience Change Agents

This team is transforming from a traditional QA group into a team of experience investigators. Instead of scoring interactions, they will uncover customer pain patterns across product behavior, AI flows, and human support touchpoints. Their insights will fuel product managers, support leaders, and other stakeholders with validated findings that actually shape change.

This role is ideal for someone unapologetically curious, deeply customer obsessed, and energized by building things that did not exist yesterday. You will create clarity where none exists, strengthen young leaders, and establish the frameworks that guide how Apollo learns from customers and designs better experiences.

Key Responsibilities

Strategic Leadership and Vision

• Architect how the CE and KB teams operate moving forward, including workflows, tooling, and success metrics.
• Build a unified strategy that positions the KB as a core input to AI accuracy, customer self-service, and experience design.
• Develop the operating model for the Customer Experience Change Agent team, including discovery frameworks, investigation protocols, validation processes, and cross functional feedback loops.

Knowledge Base Ownership

• Ensure all product enhancements, releases, and UI or UX changes are rapidly reflected in knowledge articles using a machine first, human clear structure.
• Partner closely with Product Managers and Product Marketing Managers to integrate knowledge flows into product development and release cycles.
• Maintain rigorous auditing to ensure accuracy, freshness, and findability across internal and customer facing content.
• Drive the adoption of AI assisted authoring, auditing, and taxonomy optimization.

Customer Experience Change Agents

• Shift the team from compliance QA to experience discovery. Empower analysts to investigate journeys, validate themes, and deliver insights that prompt action.
• Build tools, templates, workflows, and training materials that help the team work consistently at a high bar.
• Translate observations into clear narratives with data, impact assessment, and recommended next steps.
• Enable the team to investigate experience breakdowns across product functionality, AI behaviors, and human interactions, not just support cases.

Cross Functional Influence

• Integrate CE insights into Product, Engineering, Enablement, Support Leadership, and other partners to drive measurable improvements.
• Influence roadmap priorities through validated customer pain patterns and experience insights.
• Establish clear feedback loops that ensure insights lead to action instead of being lost in a backlog.

People Leadership and Team Development

• Coach and develop leads, analysts, and writers. Create future leaders while upskilling the team in research, storytelling, content design, and customer empathy.
• Model a culture of curiosity, psychological safety, honest reflection, and high accountability.
• Teach junior leaders how to lead for the first time and support them as they grow into confident, independent decision makers.
• Encourage asking questions, seeking help early, and admitting when things are unclear. Model that behavior yourself.

What Great Looks Like

• You see patterns where others see noise.
• You transform ambiguous problems into clear, repeatable systems.
• You tell the truth early, ask for help before you are underwater, and coach others to do the same.
• You build teams that feel safe, encouraged, and challenged.
• You push for better customer experiences not because it is your job, but because it bugs you when something is off.

Qualifications

• 5 or more years in customer experience, content, operations, or insights roles.
• 5 or more years leading managers, leads, or high performing ICs.
• Experience building or evolving teams through change, ambiguity, or rapid scaling.
• Strong partnership record with Product, PMM, Engineering, or Enablement.
• Is AI focused and on the journey to becoming a master of the craft. How can we use AI insights to power humans to drive change?
• Exceptional written and verbal clarity. You make the complex simple.
• Comfortable designing frameworks and systems from scratch.
• Deep curiosity about the why behind customer behavior and experience problems.

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!