Senior Customer Success Manager

Tandem Inc.; Boise (ID); Remote; USD 90,000 - 130,000; Full time

Job summary

Tandem Inc. seeks a Senior Customer Success Manager to manage relationships with key clients and achieve exceptional revenue retention. The role involves delivering training, resolving issues, and collaborating with teams to enhance customer value. This position is fully remote, offering generous benefits including unlimited PTO and a dynamic, positive culture.

Benefits

Unlimited PTO

22 official company holidays

Health care

Life insurance

Energetic culture

Growing career opportunities

Qualifications

• 5+ years of prior Client Success experience in SaaS.
• Extremely organized with a history of following through on commitments.
• Strong work ethic and effective in a remote work environment.

Responsibilities

• Own a portfolio of Mid-Market and Enterprise customers.
• Drive 120%+ Net Revenue Retention through renewals and upsells.
• Deliver hands-on training and strategic guidance to ensure ongoing success.

Skills

Data-analysis

Problem-solving

Customer empathy

Relationship building

Sales ability

Oral communication

Written communication

Job description

Job Description: We're looking for a Senior 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

100% remote w/ no office mandate | Unlimited PTO | 22 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 in a fast-growing tech startup