Senior Client Success Manager - Boston

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. 

Key Responsibilities 

• 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 

What We Offer:

We’ll provide you with the opportunity to grow your expertise in an environment that supports you, your life and your career. 

We’ll also offer you a competitive salary and commission, as well as the following 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 and hybrid work model 

Where You’ll Be:

• Whilst we ask that you to come into our Boston office regularly to collaborate with your colleagues, in this role we let you create your own hybrid working routine 

• This role does require regular travel in-country and/or overseas 

To us at Aptitude, hybrid working means that our employees come together for 2-days per week at their local office. It’s an opportunity for our teams to collaborate, solve problems together and to be engaged and involved in the wider community of our business. 

We ask employees to come into the office every Wednesday and give you the flexibility to choose your other day.

If you’re interested in working at Aptitude, but don’t feel you meet every single requirement of the role, we’d still like to hear from you!  A diverse workforce is an essential part of our culture, and we’re dedicated to ensuring that our staff can show up as their authentic self - safe in the knowledge that their differences will be embraced and respected by all. We’re strong advocates of supporting applicants from a wide variety of backgrounds which include different ages, genders, ethnicities, physical abilities and sexual orientation, and we work hard to build the confidence of our workforce through inclusivity, equity and ongoing training. So, if you’re excited about this role but your past experience doesn’t align perfectly with every requirement, we’d encourage you to apply anyway. You might be just the candidate we’ve been looking for, whether it’s for this role or another. 

• 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.