Customer Success Manager

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: applausehq.com/aboutus

About the Role
The Customer Success Manager (SMB) 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.

Responsibilities
Secure 100%+ Net Revenue Retention from the client base
Use several automation tools to help clients have success on our software
Train clients 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

Qualifications
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
US Holidays
13th month pay
HMO Insurance

HOW TO APPLY:
1. Send us an email at hiring@applausehq.com with the EXACT subject line "CSM SMB Q3-2024|[Your First Name][Your Last Name]"
2. Write a cover letter (a) introducing yourself and (b) share your past experience and achievements while working as Customer Success Manager for SaaS accounts/companies/startups.
3. Please attach or include a link to your updated resume.

NOTE: Due to the high volume of applications we are receiving, we will not be responding individually to each application. Only shortlisted candidates will be contacted and invited to a series of screening rounds.