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Prepared by Apollo
Contact discovery for CS
Scalable sequencing campaigns
Conversation intelligence
Salesforce activity sync
XR Extreme Reach x Apollo

CS Workflow
Guide

How the XR Customer Success team discovers contacts, runs coordinated campaigns, and captures every client call. No extra headcount. No manual overhead.

Customer Success · May 2026 CS enablement Product adoption Coaching
SESSION PATH

Three workflows.
One CS motion.

Three Apollo capabilities mapped to the CS team's core objectives. Each section includes a practical playbook the XR team can run immediately.

01 / 03
People

Identify and unlock contacts within client accounts who should be aware of XR's platform. CSMs review recommended personas, surface contact info, and initiate targeted outreach.

KPI: Scale product adoption
02 / 03
Sequencing

Build coordinated CS campaigns across product adoption, feature updates, upsell, and client engagement. Email-driven, scalable, and tied to specific campaign objectives.

KPI: Drive greater execution efficiency
03 / 03
Conversations

Capture call insights, sync activity to Salesforce automatically, and surface coaching signals for CS leadership. Critical for a global team of 30 CSMs where leadership can't attend every call.

KPI: Leadership visibility at scale
Working agenda: contact discovery, sequence campaigns, call intelligence, SFDC sync, 30-day launch plan
Workflow 01: People

Find the right contacts
inside every account.

The goal is to identify personas within client accounts who aren't yet engaged with XR's full platform, then reach them with precision.

1
Search within client accounts
Use Apollo's People search filtered to existing client domains. Set persona filters (job title, seniority, department) to surface contacts relevant to product adoption goals.
Apollo People Search
2
CSM reviews recommended contacts
Apollo surfaces suggested contacts based on role match. The CSM reviews the list, selects the right people, and confirms who to prioritize for outreach.
CSM Review Step
3
Unlock contact information
Once contacts are confirmed, CSMs use Apollo credits to unlock verified email and phone. This replaces manual research and ensures data is current before outreach begins.
Data Enrichment
4
Export or enroll in sequence
Confirmed contacts move directly into a CS outreach sequence or are saved to a list for targeted manual follow-up. No manual data entry required.
Handoff to Sequencing
Persona
filtering by title, dept, seniority within client domains
Verified
email and phone unlocked on demand. No manual research.
Use case examples
New platform capability rolled out → identify users who aren't yet aware
Upsell motion starting → surface economic buyers inside existing accounts
Onboarding gap → find additional champions to accelerate adoption
Reference: Apollo People Search + Account-based filtering
Workflow 02: Sequencing

Run CS campaigns
at scale.

The CS org will develop coordinated initiatives across product adoption, feature updates, upsell, and engagement. Apollo sequences handle the email coordination so the team can execute consistently without manual overhead.

Product Adoption Campaign
Targeted to contacts showing low feature usage. Drives awareness of underused capabilities with specific value messaging.
Active
Feature Update Announcement
Sends to champion personas when new features ship. Keeps clients informed and engaged without relying on one-off emails.
Build
Upsell Opportunity Touch
Triggered by usage signals or contract milestones. Surfaces expansion conversations to CSMs with supporting value context.
Build
Client Engagement Re-activation
For accounts with declining engagement signals. Reconnects key stakeholders with relevant content before it becomes a retention issue.
Build
Broader Client Engagement Drip
Always-on touchpoint for active clients. Shares industry content, best practices, and Apollo tips to keep XR top of mind between calls.
Plan
1
Choose campaign type
CSM or CS ops selects the sequence that matches the initiative: adoption, update, upsell, or re-engagement.
2
Add contacts to sequence
Contacts from the People workflow (or a curated list) are enrolled. Apollo handles step scheduling and email send timing automatically.
3
Track opens, replies, and outcomes
Apollo tracks engagement at the contact and campaign level. CSMs see who replied, who opened, and who needs a manual follow-up.
4
Move active replies to personal outreach
Contacts who engage exit the sequence and become 1:1 conversations. No contacts fall through because the sequence keeps moving until there is a response.
Reference: Apollo Sequences: email step scheduling, reply tracking, A/B subject testing
Workflow 03: Conversations

Capture every call.
Coach every CSM.

A global CS team of 30 means leadership can't attend every customer interaction. Apollo Conversations gives visibility into call quality, surfaces coaching moments, and syncs key outputs to Salesforce automatically.

🎙
Call Recording + Transcription
Every customer call is recorded and transcribed. CSMs and leadership can review the full conversation or skim the AI summary to catch what matters.
📊
Call Insights + Signals
Apollo surfaces topics, talk ratios, objections, and key moments from each call. Leadership gets a signal layer across the whole team without listening to every recording.
🎓
CS Coaching Layer
Coaching playlists, call scoring, and performance patterns across the team. Especially valuable as newer CSMs are onboarded and developed. Managers see growth over time.
🔗
Salesforce Activity Sync
Call outcomes sync to SFDC automatically. No manual logging. Activities, notes, and next steps populate in the right account and contact records without CSM intervention.
🌍
Global Team Visibility
With 30 CSMs across global time zones, leadership sees a real-time feed of customer interaction quality without scheduling shadow calls or manual reporting.
⚡
New CSM Onboarding
New team members learn from a library of high-quality calls and get structured feedback tied to real interactions, not hypothetical scenarios. Ramp time shortens significantly.
Reference: Apollo Conversations: recording, transcription, Salesforce sync, coaching tools
Salesforce Integration

Every interaction logged.
No manual effort.

Salesforce activity tracking is central to the Conversations workflow. Apollo's SFDC integration closes the loop automatically across all three workflows.

1
Customer
call held
→
2
Apollo
records + transcribes
→
3
AI surfaces
call summary
→
4
Key outputs
identified
→
5
Activity synced
to SFDC
→
6
Contact record
updated
→
7
Leadership
visibility gained
0
manual activity logs per call. SFDC sync handles it automatically.
30
global CSMs whose calls can be reviewed without leadership attending
100%
of calls captured and tied to Salesforce account and contact records
3x
workflows feeding activity data back into SFDC from one integration
Reference: Apollo CRM Integration: two-way SFDC sync, activity logging, contact updates
Architecture

The three workflows
connect into one loop.

People, Sequencing, and Conversations aren't standalone features. They form a repeating loop that builds on itself as the CS team runs each campaign cycle.

PEOPLE
Identify the right contacts inside client accounts
CSMs surface personas who aren't yet in XR's engagement loop. Apollo unlocks verified contact data on demand. No manual research. No outdated spreadsheets.
Output: Contact list ready for outreach
SEQUENCES
Enroll contacts into targeted CS campaigns
Contacts move directly from the People workflow into the right sequence: adoption, feature update, upsell, or re-engagement. Apollo handles scheduling, sends, and reply detection.
Output: Scalable, tracked email outreach in motion
CONVERSATIONS
Capture what happens on every call
When sequences convert to calls, Apollo Conversations captures the interaction, transcribes it, and surfaces coaching signals. Outcomes sync to Salesforce without manual logging.
Output: SFDC updated, leadership informed, coaching data captured
LOOP BACK
Call signals feed the next People search
What CSMs learn on calls (new stakeholders mentioned, expansion signals, adoption blockers) becomes the input for the next round of contact discovery. The loop tightens with each cycle.
Outcome: Each cycle improves the next
30-Day Launch Plan

From planning
to production in 30 days.

A phased launch keeps scope manageable and every step observable. Each week builds on the last so the CS team has something working by day 30.

Week 1
Connect
Confirm Apollo SFDC integration is active and syncing
Set up Conversations recording for participating CSMs
Confirm mailboxes linked for sequence sending
Identify 2-3 pilot client accounts for contact discovery test
Week 2
Discover
Run People searches on pilot accounts
CSMs review and approve contact lists
Unlock contact data for confirmed personas
Review first captured calls for Conversations setup validation
Week 3
Launch
Build first sequence: Product Adoption Campaign
Enroll pilot contacts from Week 2
Review SFDC activity sync from first calls
Run first coaching review with a CS lead
Week 4
Expand
Review sequence open rates, replies, and outcomes
Build second sequence: Feature Update or Upsell
Expand contact discovery to full book
Present coaching summary to CS leadership
Template-ready structure: Connect, Discover, Launch, Expand
Activation Questions

Three questions to confirm
before we start.

Each workflow has a readiness gate. These questions move us from planning to launch.

01
Which CSMs join the Conversations pilot first?
We don't need all 30 CSMs recording from day one. Starting with 3-5 CSMs gives the team a controlled test of the coaching and SFDC sync workflow before broadening rollout.
Confirm pilot CSM list →
02
What's the first sequence campaign: adoption, feature update, or upsell?
Picking one campaign type for the first sequence build keeps scope tight and produces a repeatable template the CS team can use for every campaign after. Product adoption is the logical first target.
Select first sequence type →
03
Which 2-3 client accounts anchor the first People search?
Starting with 2-3 accounts the team knows well means the first contact discovery run produces results fast and gives everyone a baseline for what good looks like before scaling to the full book.
Name pilot accounts →
End State
CSMs are discovering new contacts inside every client account. Campaigns run on schedule without manual coordination. Every customer call informs leadership and syncs to Salesforce. No logging required. The CS team is running at a level of efficiency and visibility that a global team of 30 simply couldn't reach before.
XR Extreme Reach x Apollo

Ready to build.

Three workflows. One CS team. Ready to launch in 30 days.

People Sequencing Conversations Salesforce Sync
Prepared by Nick Sproul & Kerri Ann Fahey · Apollo GTME