Customer Success Manager

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

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
• 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