Note: The job is a remote job and is open to candidates in USA. Aptly is an enterprise platform focused on delegation of authority and signatory management. The Customer Success Manager will own post-implementation relationships with enterprise clients, ensuring they derive full value from the platform and driving adoption while identifying opportunities for expansion and managing renewals.
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
- Monitor client health indicators and proactively intervene when risk signals emerge, such as organizational changes, key stakeholder departures, or usage declines
Skills
- 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
- Bachelor's degree in Business, Communications, or a related field, or equivalent professional experience
- Familiarity with governance, compliance, finance operations, or enterprise risk management is a plus
- Experience with CRM systems (Salesforce, HubSpot) and customer success tooling
Benefits
- Equity participation
- Performance bonuses tied to retention and expansion metrics
- Flexible remote work environment
- Budget for professional development, certifications, and industry conferences
- Comprehensive benefits including health, dental, vision, and 401(k)
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