About Erin
Erin is a customer-obsessed product, customer experience, and operations leader with an entrepreneurial past and future.
Erin’s a founder turned customer support leader turned product leader. She started by founding and managing a startup branding studio, Emense, that helped early stage clients raise a cumulative $6M in seed funding with pitch deck, graphic design, branding, and product design services. Later, she joined Apollo as one of the first 10 employees, where she had the opportunity to build Apollo’s customer success and support operations from the ground up: build playbooks, macros, knowledge base, decks, collateral, best practices guides, hiring, and training processes. Then, the CS team needed to scale.
The need to scale the Customer Success and Support teams led Erin to product management, where she built internal tools, external automated onboarding, and scoped and lead the development of new features and products. She also led a company-wide customer data-focused transformation to get every department contributing to and analyzing customer data for strategic planning and regular decision making. Ultimately, these changes led to a 2X increase in revenue retention rates, MoM, and ever-growing product engagement metrics.
Contact Erin about Consultation, Writing, Speaking, or a Full Time Role.
“I worked with Erin at Apollo. Erin was a great asset to the company and I felt very fortunate to have the opportunity to work with her.
Erin cared a lot about the company and the people she worked with. I worked with Erin in the Engagement Committee to help address low employee engagement in the company. She had a profound understanding of the problems we were facing and the root cause of the problems. She built the whole presentation demonstrating the strategy and roadmap we would take to turn around employee engagement.
Erin also had a deep understanding of our product and customer need. I worked with Erin on some product-related projects such as dialer and not-sent emails. In both projects, she helped us to figure out the challenges our customers faced when using our product as well as the improvement we could make for better customer experience.
I believe Erin will be a great asset to any company where she works. Erin brought lots of energy to the office. She was always full of passion and positivity. I highly recommend Erin for any future opportunities.”
Max Zheng,
Engineer at Apollo.io, ex-Google
“Erin joined Apollo when the team fit a bay of desks – I couldn’t have predicted her impact as a customer champion over the next many years at Apollo. Erin is an energetic, goal-oriented team player who’s invested in culture, process, and building transparency into company performance based on data. Her diverse skillset and background allow her to accomplish a great deal across many verticals. Here are some of her most notable strengths:
1. Erin’s a strong communicator and hyper organized, which allows her to swiftly manage cross-functional initiatives with positive results. She easily switches from external flag waver to internal operations man behind the curtain.
2. She’s strategic and innovative – Erin has a unique product sensibility and is a systems oriented thinker. She’s a creative solution designer for product, enablement, and internal processes. She’s disciplined and process-focused.
3. Erin eagerly contributes beyond her job description. She cares about culture and will often be the one to plan and manage team outings, new hire onboarding, or help out a team member to reach his or her goals.
Erin’s energy and drive is infectious. Hire her if you can.”
Tim Zheng,
Founder + CEO at Apollo.io
“Erin is one of the most positive and inspiring people I have had the joy to work with. As the Senior Program Manager for Online Customer Success at Apollo, she was the fearless leader, mentor, and all-around cornerstone that the team was built on. She was completely invested in her team’s development and growth and there was never any challenge, question, or concern that was too large or small for her to tackle alongside the team.
I am thankful for the opportunity to have worked with and learned from Erin and I know that she will be wildly successful in whatever she does!”