Senior Customer Success Manager

Applause; Boise (ID); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading tech startup is seeking a Senior Customer Success Manager to manage key client relationships and drive revenue retention. This fully remote role requires a proactive individual with strong communication and relationship-building skills. The ideal candidate will excel in a dynamic environment, focusing on client success and product adoption while collaborating with internal teams.

Benefits

Unlimited PTO

Health care coverage

Life insurance

Opportunities for career growth

Qualifications

• Minimum of 5 years of Client Success experience in SaaS.
• Proven ability to meet commitments.

Responsibilities

• Manage a portfolio of Mid-Market and Enterprise clients.
• Achieve 120%+ Net Revenue Retention through renewals and upselling.
• Travel on-site to strengthen partnerships.

Skills

Data Analysis

Problem Solving

Communication

Relationship Building

Job description

Job Description: We're seeking a Senior Customer Success Manager to manage relationships with our largest clients and achieve over 120% Net Revenue Retention annually. The ideal candidate thrives in a dynamic environment, builds trust swiftly with customers, and is proactive in delivering value. This role is an individual contributor position, suitable for someone eager to execute strategies, travel for on-site meetings, and foster long-term relationships within client organizations.

Responsibilities:

1. Manage a portfolio of Mid-Market and Enterprise clients
2. Achieve 120%+ Net Revenue Retention through renewals, upselling, and expansion
3. Develop and sustain strong, trusted relationships across client organizations
4. Travel on-site to strengthen partnerships and promote product adoption
5. Assist customers in reaching measurable outcomes with Applause software
6. Provide hands-on training and strategic guidance for ongoing success
7. Address customer issues promptly, professionally, and responsibly
8. Monitor client health and proactively mitigate churn risks
9. Collaborate with internal teams to influence product roadmap and enhance customer value

Requirements:

1. Minimum of 5 years of Client Success experience (CSM, Implementations, etc.) in SaaS
2. Highly organized with strong follow-through
3. Proven ability to meet commitments
4. Excellent data analysis and problem-solving skills
5. Results-driven work ethic
6. Effective in remote work settings
7. Balanced customer empathy, relationship-building, and sales skills
8. Excellent oral and written communication abilities

Benefits:

• 100% remote work with no office requirement
• Unlimited PTO
• 22 official company holidays
• Health care coverage
• Life insurance
• Supportive colleagues
• Positive, energetic company culture
• Inspiring mission and innovative software products
• Opportunities for career growth in a fast-growing tech startup

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting