Customer Success Specialist - Account Management, Apollos

About Differential

Differential is growing! Yep, it turns out clients like us :) Our team of designers, developers, jokesters, and all around good folk needs more firepower. We’re proudly headquartered in Cincinnati, OH, but our team spans across the country. In addition to only choosing the best group of people to work around, we are also very picky about the types of clients we’ll work with. In line with our mission to rapidly unlock value for good people with meaningful ideas, we partner with forward-thinking corporate pioneers and innovators to revolutionize their organizations from the inside out and bring great digital products to life. This translates to a diverse range of products like transforming retail with Adidas, helping Lexmark innovate cross-industry, streamlining the sales process with Big Ass Fans, to multi-platform mobile apps for large audiences with Crossroads Church.

We hire great, trustworthy people so that we can optimize for a free & flexible culture.

Job Description

Differential & Apollos is looking for someone who loves guiding customers, bringing clarity to complexity, and ensuring meaningful work gets delivered. This role is for someone who thrives at the intersection of project management, relationship management, and product strategy.

We are looking for someone to join a growing team of people who are proactive and passionate about making their customers successful through strong project ownership, delivery coordination, and clear communication. This person enjoys working closely with customers, guiding them through onboarding and ongoing initiatives, answering questions, and ensuring work is clearly scoped, tracked, and delivered.

You’ll serve as the primary point of contact for customer accounts, owning the execution of onboarding and post-onboarding work while partnering closely with Sales and internal teams. You’ll lead delivery across customer initiatives, manage timelines and expectations, and ensure customers experience clarity, momentum, and value from our products.

At Differential, we design, develop, support, and commercialize great digital products. Our process aims to create original digital products and services that innovate and reshape companies and organizations. 

Above all, we are focused on finding someone that we love to work with. Culture to us isn’t a ping pong table in the breakroom or words on a wall—it’s embedded in our DNA and starts with our hiring process. Regardless of your prior experience, we want to consider thoughtful, driven people for this position.

Our mission statement, core values, benefits, and more can be found at handbook.differential.com.

One of our core ventures and focus for this role is our Apollos line of business, a technology and content platform built for churches. Apollos helps people build healthy spiritual habits and stay connected to their church communities through customizable mobile, web and TV apps. With features like reading plans, media libraries, messaging and donation tools, Apollos enables churches to deliver a unified, high quality digital experience across platforms. Our clients span churches of all sizes, and your work will have a direct impact on how they serve their communities.

What you can expect to do:

• Own the planning, coordination, and execution of customer post-onboarding initiatives

• Define scope, timelines, milestones, and success criteria to ensure work is delivered on time and with clarity

• Serve as the primary point of contact for customer accounts post-sale, building relationships grounded in trust and execution

• Partner closely with Sales during handoffs to ensure customer goals and expectations are clearly documented and carried through onboarding

• Develop deep product expertise and apply platform capabilities to solve customer challenges

• Guide customers in sequencing initiatives and utilizing product features to maximize long-term value

• Coordinate cross-functionally with Support, Product Management, and Engineering to ensure customer needs are understood and addressed

• Support customer retention and renewal conversations by ensuring consistent progress and measurable value

• Foster collaboration among customers through roundtables or shared learning opportunities

  
  

What we’re after:

• Passion for building authentic, trust-based relationships with customers

• 3+ years of experience managing customer accounts in a SaaS environment

• Demonstrated ability to manage multiple projects, timelines, and deliverables simultaneously

• Strong technical aptitude with experience supporting SaaS implementations or integrations

• Experience working in a fast-paced startup or growth-stage environment

• Clear, confident written and verbal communication skills (including on-camera presence)

• Ability to articulate digital strategy and connect product capabilities to customer goals

• Strong organizational instincts — you enjoy being “in the details” and keeping work moving

• A customer-first mindset with the ability to advocate effectively across teams

• Curiosity and desire to deeply understand the Apollos platfor,

Responsibilities of this position include:

• Maintaining consistent communication rhythms with customers (1:1 meetings, roundtables, updates, etc.)

• Ensuring customers are actively utilizing the Apollos platform and realizing measurable value

• Driving strong customer health outcomes, including NPS and retention metrics

• Delivering onboarding and ongoing initiatives that are clearly scoped, tracked, and well-communicated

• Balancing multiple accounts and priorities while maintaining execution excellence

• Operating comfortably in ambiguity and proactively identifying the next best action

• Representing the voice of the customer internally to influence prioritization and delivery

Differential employees are those who:

• Communicate effectively with teammates

• Are self-motivated

• Learn quickly and relentlessly

• Are curious about technology and the impact it can make on the world

• Enjoy taking ownership and responsibility for their work

• Enjoy collaborating with others on solving meaningful problems

  
  

Candidates must be based in the United States and be available during standard business hours for both client and team meetings. Specific times vary based on client-specific timezone preferences. There is flexibility in working hours, but there is an expectation to be able to regularly attend client and team meetings and the willingness and ability to travel to client locations when necessary.

Differential is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

​​As part of our commitment to maintaining a legal and compliant workforce, we participate in the E-Verify program. For more information about E-Verify, please visit the U.S. Department of Homeland Security website at www.e-verify.gov.