Customer Success Manager

About the role

We are hiring a Customer Success Manager to own the post-implementation relationship with our enterprise clients. Once a client is live on Aptly, your job is to ensure they are getting full value from the platform, driving adoption, identifying expansion opportunities, managing renewals, and serving as the internal voice of the customer.

Responsibilities

• Own a portfolio of enterprise client relationships, serving as their primary ongoing point of contact after implementation
• Drive platform adoption by monitoring usage patterns, identifying underutilized capabilities, and proactively coaching clients on features and best practices
• Conduct regular business reviews (QBRs) with client stakeholders to assess value realization, gather feedback, and align on strategic priorities
• Identify and pursue expansion opportunities including new business units, additional modules, increased user counts, and services engagements, partnering with the sales team to close them
• Manage renewal processes, ensuring high retention rates and client satisfaction scores
• Serve as the voice of the customer internally, synthesizing feedback patterns and advocating for product improvements to the product team
• Collaborate with Professional Services and Implementation teams to ensure smooth handoffs and continuity of client context
• Develop and document client success playbooks, health scoring models, and engagement best practices
• Maintain client health indicators and proactively intervene when risk signals emerge, such as organizational changes, key stakeholder departures, or usage declines

Requirements

• 3-5 years of experience in customer success, account management, or client relationship management at a B2B SaaS or enterprise software company
• Demonstrated ability to manage and grow enterprise client relationships, including executive-level stakeholder management
• Experience with customer success platforms and methodologies (Gainsight, Totango, ChurnZero, or similar)
• Strong commercial instinct with the ability to identify and articulate expansion opportunities
• Excellent communication, presentation, and facilitation skills
• Analytical mindset with comfort working with usage data, health scores, and business metrics to drive action
• Familiarity with governance, compliance, finance operations, or enterprise risk management is a plus
• Experience with CRM systems (Salesforce, HubSpot) and customer success tooling
• Bachelor's degree in Business, Communications, or a related field, or equivalent professional experience

Qualifications

• Competitive salary with equity participation and performance bonuses tied to retention and expansion metrics
• A foundational role on the Customer Success team with significant growth potential
• Direct influence on how Aptly builds long-term client relationships
• A flexible remote work environment
• Budget for professional development, certifications, and industry conferences
• A comprehensive benefits package including health, dental, vision, and 401(k)