Senior Client Success Manager - Boston at Akita Software

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Finance, SubscriptionsIndustries

Requirements

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

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

Skills

Key technologies and capabilities for this role

Account ManagementRevenue RetentionContract NegotiationUpsellCross-sellC-suite EngagementQBRROI AnalysisForecastingStrategic Planning

Questions & Answers

Common questions about this position

What compensation and benefits are offered for this role?

The position offers a competitive salary and commission, along with benefits including 401(k) with matching, healthcare (medical, dental, vision), pre-tax savings accounts, life and disability insurance, ShareSave scheme, competitive vacation and PTO.

What is the work location and hybrid policy for this position?

The role is based in Boston with a hybrid model requiring employees to come into the office 2 days per week, including every Wednesday, plus flexibility to choose the other day for collaboration. It also requires regular travel in-country and/or overseas.

What key skills and experience are required for the Senior Client Success Manager role?

The role requires commercial leadership to own revenue targets, negotiate multi-year contracts, drive upsell/cross-sell, lead C-suite engagements with ROI-focused QBRs, build strategic account plans, and deliver accurate forecasting with ≥90% accuracy.

What is the company culture like at Aptitude Software?

Aptitude supports employee growth in an environment that values collaboration through regular in-office days, problem-solving together, and engagement in the business community, with flexible hybrid working.

What makes a strong candidate for this role even if they don't meet every requirement?

Aptitude encourages applications from candidates who don't meet every single requirement, valuing interest in the role and potential fit within a supportive growth environment.

Akita Software

API observability and service mapping tools

About Akita Software

Akita Software provides tools for API observability and service mapping, helping businesses visualize and manage the interactions between their software services. This allows companies to quickly identify and resolve issues without needing extensive manual documentation. The platform is particularly beneficial for tech professionals like developers and security engineers who maintain complex service ecosystems, especially in environments using microservices architectures. Akita operates on a subscription-based model, where clients pay for continuous monitoring and mapping of their API interactions. This service helps clients catch cross-service issues faster and understand root causes without manual inspection. By simplifying API management and improving service reliability, Akita aims to support tech companies in streamlining their operations.

San Mateo, CaliforniaHeadquarters

2018Year Founded

$4MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1-10Employees

Risks

Postman's acquisition may lead to integration challenges for Akita.

Increased competition from Postman could overshadow Akita's offerings.

Potential talent attrition due to changes post-acquisition.

Differentiation

Akita specializes in API observability and service mapping for complex ecosystems.

The company offers automated service mapping, reducing manual documentation efforts.

Akita's tools help quickly identify and resolve cross-service issues.

Upsides

Growing demand for API observability tools due to microservices adoption.

Increased interest in automated service mapping for improved system reliability.

Rising importance of security in API management boosts Akita's relevance.

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