Key skills
Client Success experienceData-analysis skillsProblem-solving skillsSales abilityRelationship buildingwork ethicOral communication skillsWritten communication skillsOrganizational skillsSaaSCommunicationRemote WorkCustomer SuccessSales
About this role
Applause is a SaaS start-up focused on helping companies enhance their team's performance to win lifelong customers. They are seeking a Customer Success Manager to manage relationships with large customers and drive over 120% Net Revenue Retention annually by ensuring customers achieve amazing results from their 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