Customer Success Manager - SMB

4 days ago

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Applause

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Description

• The purpose of this role is to manage a large group of SMB customers and to secure 100%+ Net Revenue Retention and 90% logo retention each year. • The CSM will accomplish this by being very efficient, and by utilizing automation to create frequent wins for a large group of their customers each day. • The CSM will own a large group of SMB customers, and will help them get great results from our software. • They will be the customer’s primary point of contact at Applause. • Secure 100%+ Net Revenue Retention from the client base. • Use several automation tools to help clients have success on our software. • Train client’s on how to use our software. • Field client concerns, problems, and questions; and then resolve those issues. • Find and refer upsell & expansion opportunities to our sales team. • 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.

Requirements

• 2+ years of prior experience in B2B SaaS (e.g., CSM, implementations, support, sales, etc.) • 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

Benefits

• 100% remote w/ no office mandate • PTO Credits • 22 official company holidays • Health care • Life insurance • 13th month pay • 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