Customer Success Manager - Aplos

Velora

1h • $83,000 - $100,000 • Remote

About The Position

With Aplos, nonprofit groups of every shape, size, and mission can seamlessly run their finances and operations, manage their business and bottom line, and proactively engage their communities and donors when it matters most. We’re a remote team, spread across North America (with peers all over the world).

Aplos is the largest nonprofit & church management software on the market. We’ve served over 40,000 organizations since our inception in 2009. Our all-inclusive platform provides a dynamic CRM, fundraising & giving tools, online donations & payment processing, built-in fund accounting system, integrated payroll, email marketing, website builder, and much more.

As a Customer Success Manager (CSM) on Aplos, you’ll own the commercial outcomes of your book of business. You will manage customer renewals end-to-end, drive retention and product adoption, and identify expansion opportunities (cross-sell and upsell).

While this role will start focused on Aplos customers for at least the first 8–12 months, Velora is building toward a future where more customers use multiple Velora products. This means the role is expected to evolve, and we’re looking for someone with a growth mindset and adapt to the changes of the business.

Requirements

• Commercial acumen: experience owning outcomes tied to renewals, retention, and expansion.
• You can speak to hitting targets tied to retention, expansion, and cross-sell.
• End-to-end lifecycle experience: you have managed the post-sale customer journey, including adoption and renewal, and you understand how growth fits into the lifecycle.
• Adaptability: you’re comfortable operating in a fast-moving environment where priorities and processes may evolve.
• Resilience and ownership: you can manage challenges and escalations by bringing a plan, past just identifying the issues.
• Collaborative working style: you enjoy partnering with teammates and cross-functional groups in a remote environment.
• Comfort with data and tooling: you can interpret customer data and use common CS tools.
• You do not need advanced analytics skills, but you should be comfortable finding information and analyzing data.
• Experience in SMB customer segments and high volume of accounts.

Nice To Haves

• Familiarity with tools like Salesforce, Outreach, and customer success platforms is a plus.

Responsibilities

• Own renewals end-to-end for your book of Aplos customers, including planning, outreach, renewal execution, and retention outcomes.
• Drive product adoption and value realization by guiding customers through best practices and helping them successfully use Aplos.
• Own expansion outcomes within your customer base.
• Identify opportunities.
• Run discovery.
• Partner across teams to progress opportunities.
• Close cross-sell and upsell outcomes tied to your targets.
• Manage customer escalations in partnership with Support and other teams, including setting expectations and aligning on resolution paths.
• Collaborate cross-functionally with Sales, Support, Services, and Marketing.
• Be the voice of the customer by sharing feedback and insights internally, including partnering with Product when needed.
• Contribute to Customer Success programs by helping create and improve team resources, assets, and processes.

Benefits

• Paid Time Off
• Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.
• Work remotely – We’re a remote-first company - live and work wherever you’re happiest.
• Training – We’ll support you when you want to learn new skills or pay for conference or course tickets.
• Health Coverage & Retirement-
• Canada: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed