Customer Success Manager
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Job Description
Customer Success Manager responsible for large customer portfolios to drive software usage and revenue growth. Focus on relationship management and delivering measurable outcomes using Applause software.
Responsibilities:
- Own a portfolio of Mid-Market and Enterprise customers
- Drive 120%+ Net Revenue Retention through renewals, upsells, and expansions
- Build and maintain strong, trusted relationships across client organizations
- Travel on-site to deepen partnerships and drive product adoption
- Help customers achieve measurable outcomes using Applause software
- Deliver hands-on training and strategic guidance to ensure ongoing success
- Resolve customer issues with urgency, professionalism, and accountability
- Monitor client health and proactively address churn risk
- Partner with internal teams to influence roadmap and deliver customer value
Requirements:
- 5+ years of prior Client Success experience (CSM, Implementations, etc.) in SaaS
- Extremely organized
- History of following through on commitments
- Strong data-analysis skills and problem-solving skills
- Strong work ethic with results-oriented focus
- Very effective in a remote work environment
- Good balance of customer empathy, relationship building, and sales ability
- Strong oral and written communication skills
Benefits:
- 100% remote w/ no office mandate
- Unlimited PTO
- 22 official company holidays
- Health care
- Life insurance
- Stock options
- Amazing colleagues
- Energetic culture that is positive and celebrates together
- Inspiring mission & software product
- Ability to grow your career by being early in a fast-growing tech startup
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