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

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

Customer Success Manager (SMB, Philippines)

TLDR