[Hiring] Senior Client Success Manager @Aptitude Software

Role Description

Aptitude’s Client Success (“CS”) Team plays a crucial role in driving successful engagement with enterprise clients in the banking, finance, and subscriptions markets. As a Senior Client Success Manager, you will lead strategic management efforts for the organization’s key clients, influencing value creation and delivery activities at a senior level.

The Senior Client Success Manager will take full commercial ownership of a portfolio of enterprise clients in North America, ensuring retention, expansion, and long-term growth. This role goes beyond relationship management, requiring a commercially driven leader who can protect revenue, deliver upsell/cross-sell, and proactively expand into parent and sister companies within client groups.

• Own and deliver against annual revenue targets (renewals + expansion) across your client portfolio.
• Independently negotiate and close renewals and expansions, including multi-year and enterprise-wide contracts.
• Drive upsell and cross-sell across the full solution suite, identifying whitespace opportunities and expanding into parent companies, subsidiaries, and sister organisations.
• Lead C-suite level engagements, delivering compelling ROI-focused QBRs and positioning Aptitude as a growth partner.
• Build and execute strategic account expansion plans that directly tie product adoption to commercial outcomes.
• Accurately forecast pipeline and deliver ≥90% forecasting accuracy on renewals and expansions.

Targets & KPIs

• Revenue Retention: ≥95% GRR
• Expansion Growth: ≥ 10% uplift across portfolio
• Executive Engagement: 2+ C-level meetings per strategic account per quarter

Benefits

• 401(k) retirement plan with matching
• Competitive vacation and paid time off
• Healthcare benefits – medical insurance, dental insurance and vision plans
• Pre-tax saving accounts
• Life and Disability Insurance
• ShareSave scheme (ability to purchase company shares on preferential terms)
• Flexible working conditions

Qualifications

• 10+ years’ experience in enterprise SaaS Customer Success or Account Management roles.
• Proven track record of closing renewals and expansions independently - not reliant on Sales.
• Demonstrable success in expanding accounts into parent/sister companies and new business units.
• Consistent history of achieving or exceeding commercial targets (renewals, upsells, multi-year expansions).
• Exceptional executive presence and confidence influencing C-level stakeholders.
• Deep commercial acumen with the ability to link product adoption directly to business outcomes and ROI.