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Applause

Customer Success Manager (SMB, Philippines)

Valenzuela , Philippines
contractor Remote

AI overview

Manage SMB customer relationships to achieve high retention rates through effective use of automation and proactive client engagement.

Purpose: 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. 


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

Benefits

Benefits: 100% remote w/ no office mandate | Accrued PTO | 19 official company holidays | Health care | Life insurance | 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

Perks & Benefits Extracted with AI

  • Health Insurance: Health care
  • 19 official holidays: 19 official company holidays
  • Paid Time Off: Accrued PTO
Applause

Finally, employee engagement software that works. Applause is a SaaS start-up founded by experienced entrepreneurs and backed by some of the best VCs in Silicon Slopes. We’re focused on helping companies supercharge their team’s performance so they can win more lifelong customers. We use automated, real-time incentives & recognition to motivate their employees to... 1. Increase sales by getting more google reviews and upsells 2. Retain more customers by improving NPS and customer service 3. Stick around longer and be more engaged in company goals Building a performance-based culture is hard. Applause makes it easy.http://www.applausehq.com/

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