Customer Success Manager (SMB)

Job Description

Job Description: 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.

Responsibilities:

• Secure 100%+ Net Revenue Retention from the client base
• Use several automation tools to help clients have success with 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 the client base to increase the 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 a 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