Senior Customer Success Manager, USA

Role Details: U.S. | Full Time | Remote

Applause Hiring Manager: Derek Beutler, Director of Client Success

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

Purpose: The purpose of this role is to manage a group of large customers and to secure 120%+ NRR from them each year. The Senior CSM will accomplish this by ensuring their customers get amazing results from our software, use more of our software each year, and increase their spending each year.

Job Description

The Senior CSM will own a group of Mid-Market and Enterprise clients, and will help them see amazing results on our software. They will be the clients’ primary point of contact at Applause.

Responsibilities

• Secure 120%+ Net Revenue Retention from the client base
• Help clients get amazing results from our software
• Train client’s on how to use our software
• Field client concerns, problems, and questions; and then resolve those issues
• Find and execute upsell & expansion opportunities
• Monitor client health and get in front of churn risk
• Increase product adoption
• Establish trust and rapport with client base to increase likelihood of retention, expansion, and referrals

Qualifications

• 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 remote work environment
• Good balance of customer empathy, relationship building, and sales ability
• Strong oral and written communication skills

About Applause

Applause is a SaaS start-up founded by experienced entrepreneurs and backed by the best VCs in Silicon Slopes. We’re focused on helping companies supercharge their team’s performance so they can win more lifelong customers. Learn more about our company and culture here: https://applausehq.com/aboutus