Director of Customer Success

About Aplos, Raisely and Keela:

We’re excited to share that Aplos, Raisely, and Keela have come together to form one unified company with a shared mission: to help nonprofit organizations thrive. While we continue to offer the products you know and love, we now operate as one team, dedicated to making nonprofit work easier, more impactful, and more sustainable.

Together, our combined expertise spans fundraising, donor management, financial tracking, and communications—offering a powerful suite of tools designed to reduce complexity so nonprofits can focus on what matters most: making a difference.

We’re one company with 3 products all servicing customers in the impact space. Working at Aplos, Raisely and Keela means that you have the opportunity to build one or across all our products.

We have a combination of merged teams and also teams dedicated to one specific product and you can find details about the work through our job descriptions under the “about the role” section.

About the role:

The Director of Customer Success will be instrumental in building and leading a high-performing Customer Success organization focused on cross-sell, retention, expansion, and efficient management of a large customer base across Aplos and Keela. A key objective for this role is to achieve a cross-sell bookings target of +$1M at ARK in 2025.

What you'll be doing:

• Strategic Leadership & Execution: Define and execute a high-level customer success strategy while also driving detailed operational plans in a high-volume, low-ACV environment.
• Revenue Generation (Cross-Sell & Expansion):
• Develop and implement data-driven playbooks to identify, qualify, and nurture cross-sell leads to meet company goals.
• Collaborate with Product Marketing to develop compelling cross-sell collateral and enablement materials.
• Refine & build new playbooks to identify expansion opportunities, collaborating with Product to track relevant usage metrics to build triggers for CSM action.
• Price Increase Management 
• Successfully execute price increase initiatives across the brands. 
• Develop and execute communication strategies and support resources to effectively manage customer inquiries and maintain high retention rates during and post-price adjustment.
• Maintain a strong gross retention rate during and post-price increase for affected customer segments.
• Customer Retention
• Achieve strong Net Revenue Retention (NRR) across Aplos and Keela.
• Refine existing & design new playbooks for effective churn/downsell management, collaborating with Product to gather relevant usage metrics. 
• Work with cross functional stakeholders to identify and implement customer satisfaction strategies to maintain strong NPS.
• Scalable & Efficient Operations:
• Improve CSM efficiency, enabling the team to manage a ratio of 1:many customers without compromising key metrics.
• Implement and run a robust customer success team operating rhythm (weekly 1:1s, pipeline reviews, coaching, forecasting; monthly MD&A, enablement; quarterly/annually department planning).
• Implement and utilize dashboards and data to manage the team, own customer data, and consolidate relevant systems in collaboration with RevOps.
• Streamline the Aplos renewal process to reduce processing time and increase efficiency.
• Team Leadership & Development:
• Build a world-class Customer Success team, empowering individuals to become A+ players.
• Recruit and hire A+ cross-sellers.
• Retain top-performing team members.
• Serve as a key leader across the entire company, leading cross-functional initiatives and influencing outcomes.

Requirements

We believe that no one meets 100% of the listed qualifications. We are less concerned about whether you’ve done everything on a laundry list of specific things and more interested in cultivating a pool of candidates who want to join a connected, mission-driven, hard-working team of practitioners driven by creativity, curiosity, and a goal to change the world. If you feel like you meet most of the following, we encourage you to apply.

• A university degree in accounting, finance or business 
• Proven Leadership: 5+ years experience in leading and scaling Customer Success teams, ideally in a SaaS environment with a large customer base and low ACV, and working with multiple products
• Strategic & Operational Acumen: Ability to both define high-level strategy and execute detailed operational plans in a high-volume, low-ACV environment
• Player-Coach Leadership: Demonstrates the ability to lead, coach, and develop a team while actively participati