Customer Success Manager

Apps Associates LLC; Acton (MA); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Apps Associates LLC is seeking an experienced Customer Success Manager to drive renewals, upsell opportunities, and long-term client value across our SaaS and technology services accounts. You will manage a book of 30+ clients, collaborate with sales and service teams, monitor key CS metrics, and maintain regular touchpoints to ensure customer success and growth.

You will work in a remote/hybrid environment, partnering with decision-makers to expand recurring revenue while delivering world-class

Qualifications

• 3+ years in client success, account management, or revenue retention

Responsibilities

• Drive renewals and upsell opportunities
• Maintain touchpoints with clients to ensure value and satisfaction
• Collaborate with sales and service teams to grow recurring revenue
• Monitor key CS metrics (NRR, MRR, churn, renewals) and report on progress

Skills

B2B sales

Client management

Revenue retention

Communication

Cross-selling

Tools

Salesforce

Zoom

Microsoft Teams

Job description

Job Description

At Apps Associates our Customer Success Managers are professionals responsible for ensuring that clients achieve their desired outcomes while using a company's products or services. Their primary goal is to foster long-term relationships, drive customer satisfaction, and promote retention and loyalty.

Job Description

At Apps Associates our Customer Success Managers are professionals responsible for ensuring that clients achieve their desired outcomes while using a company's products or services. Their primary goal is to foster long-term relationships, drive customer satisfaction, and promote retention and loyalty.

Job Requirements

• Exceptional track record in B2B sales, ideally in a subscription and project-based environment (e.g., SaaS or Technology Services), with a strong emphasis on renewing clients on annual programs
• 3+ years of experience in client success, account management, or revenue retention, focusing on nurturing long-term relationships and maintaining high client satisfaction
• Familiarity with CRMs (e.g., Salesforce,), Zoom, Microsoft Team’s,
• Knowledge of key CSM metrics like NRR, MRR, Churn, and renewals
• Experience driving revenue growth and client retention
• Ability to communicate confidently with clients and stakeholders
• Excellent organizational skills and the ability to manage multiple projects

How You Will Make An Impact

• Drive renewals and upsell opportunities. You will proactively manage client relationships to ensure satisfaction and renew subscriptions, helping clients maximize their ROI.
• Drive B2B sales efforts. Use your sales expertise to help expand revenue in existing customers and grow recurring revenue through effective cross-selling and upselling.
• Maintain touchpoints. Keep in regular contact with clients to strengthen relationships, troubleshoot issues, and ensure they continue to see value in their investment.
• Provide world-class service. Help refine and scale our client engagement strategies to ensure we’re providing the highest level of service and expertise.

What's In It For You

• Leadership: Help customers adopt groundbreaking services and technology that empowers business efficiency, growth and scalability.
• Exposure: Work closely with key decision-makers expanding your network and influence in a rapidly growing industry.
• Growth: Join an energetic and innovative culture where your ideas are valued. You’ll have the opportunity to contribute to company growth, take on new projects, and further your career.

Outcomes // KPIs

• Customer Retention & Revenue Preservation: Manage a book of 30+ clients, focusing on relationship building and solving problems to ensure satisfaction and retention.
• Churn Rate below 5%: Keep the percentage of clients who discontinue services low.
• Renewal Rate above 90%: Maintain a high renewal rate for Annual programs ensuring clients continue their support.
• Annual Net New Revenue: Drive new revenue sales in existing customers via cross and upsell. Monitor revenue growth per client to help drive profitability, customer understanding, and financial forecasting.

Job Type

• Full-time, base salary plus commission.
• W2 position

Experience

• Client Success: 3+ years (Required)
• Recurring revenue management: 2+ years (Required)
• B2B / B2C sales: 3+ years (Required)

Work Location

Remote/Hybrid