Customer Success Manager - Aplos

About Velora:

We’re excited to share that Aplos, Raisely, and Keela have come together to form one unified company,
Velora
, 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 Velora 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.

Location:

Canada (British Columbia, Ontario, Alberta, Manitoba only)

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.

• 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.

• 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.
  • Familiarity with tools like Salesforce,…