Customer Success Manager

Purpose: The purpose of this role is to manage a group of large customers and to secure 120%+ NRR from them each year. The 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: We're looking for a Customer Success Manager to own relationships with some of our largest customers and drive >120% Net Revenue Retention annually. This role is ideal for someone who thrives in a fast-paced environment, builds trust quickly with customers, and isn’t afraid to roll up their sleeves and grind. You’ll be the face of Applause to your clients—proactive, resourceful, and always looking to drive more value.

This is an individual contributor role—ideal for someone who wants to execute, travel on-site, build lasting relationships, and be known by name in our customers’ organizations.

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

Benefits

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

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/about-us