Job description

About Aptly

Aptly provides an enterprise platform for delegation of authority and signatory management. The product helps large organizations move away from manual, spreadsheet-based governance workflows and replace them with a centralized system that is auditable and enhanced with AI. Its customers include public companies and multinational businesses that depend on Aptly to track and manage authority structures across entities, regions, and business areas.

Role Overview

This position focuses on the post-launch relationship with enterprise customers. After a client goes live, the Customer Success Manager will help them realize the platform’s full value, encourage adoption, surface growth opportunities, oversee renewals, and represent customer needs internally.

Because governance requirements change as companies restructure, expand, face regulatory updates, or complete mergers and acquisitions, this role is essential in ensuring the platform continues to support each client as their operating environment evolves.

Key Responsibilities

Manage a portfolio of enterprise accounts and act as the main ongoing contact after implementation.
Increase product adoption by reviewing usage trends, spotting underused features, and guiding clients on effective practices.
Lead regular business reviews with customer stakeholders to measure value, collect input, and align on priorities.
Spot and develop growth opportunities such as additional business units, extra modules, more seats, and services work, while collaborating with sales to close them.
Handle renewal cycles with a focus on strong retention and high customer satisfaction.
Bring customer feedback back to internal teams and advocate for product enhancements.
Work closely with Professional Services and Implementation teams to ensure seamless handoffs and consistent client context.
Create and maintain success playbooks, health scoring approaches, and engagement standards.
Track client health signals and step in early when warning signs appear, including organizational changes, departures of key contacts, or reduced product usage.

Candidate Profile

The ideal candidate has experience in customer success, account management, or client relationship management within B2B SaaS or enterprise software. They should be comfortable managing senior stakeholders, working with data to guide decisions, and communicating clearly in presentations and facilitation settings. A background in governance, compliance, finance operations, or enterprise risk management would be advantageous.

Skills and Tools

Experience with customer success platforms and methodologies such as Gainsight, Totango, or ChurnZero is preferred, along with familiarity using CRM systems like Salesforce or HubSpot.

Compensation and Benefits

The role includes a competitive salary, equity participation, and performance-based bonuses linked to retention and expansion outcomes. Aptly also offers a flexible remote setup, opportunities for professional growth, and a comprehensive benefits package covering health, dental, vision, and a 401(k).

Additional Information

This is a full-time remote role based in the United States.

The position is intended for a professional with 3 to 5 years of relevant experience and a bachelor’s degree in Business, Communications, or a related field, or an equivalent combination of education and experience.