Account Manager

Summary

Join Aplos, a leading nonprofit SaaS company, as a growth-minded Account Manager. You will be responsible for delivering exceptional customer experiences, focusing on retention, expansion, and cross-selling our products. This role involves managing customer relationships, negotiating contracts, and collaborating with internal teams to resolve issues and improve products. The ideal candidate is highly organized, able to juggle multiple tasks, and passionate about customer success. This position offers significant growth potential and a competitive compensation package. Aplos is a fast-growing company with a mission-driven culture.

Requirements

• Experience in Customer Success/ Account Management, owning retention and expansion targets
• A keen eye for opportunities to increase value for a customer through expansion
• Ability to pitch products, maintain a pipeline and qualify / demo customers
• Hard working and able to handle challenging situations
• Ability to think on their feet and juggle many different relationships and opportunities
• Ability to persist through uncertainty with incomplete information
• Ability to create and execute processes for a growing business
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document issues for further escalation while serving as the customer’s advocate
• Genuine passion / experience for (sector) customers

Responsibilities

• Deep motivation to retain and expand customers
• Develop a deep understanding of our product and customers
• Drive customer adoption, usage and value
• Monitor customer health to predictably drive retention and identity expansion opportunities
• Collaborate with Product and Engineering to drive issue resolution, inform product enhancements, and roll out product features
• Collaborate with marketing on customer communications
• Own and manage customer onboarding and renewals
• Leverage customer data and technology to prioritize and communicate effectively
• Develop repeatable, scalable processes for aligning with customer goals and engaging with various key stakeholders, including end users and decision makers

Preferred Qualifications

Familiarity with Gainsight and / or Salesforce

Benefits

• Generous package including discretionary time off
• Health / dental / vision
• 401K matching