Senior Customer Success Manager

Applause; Hyde Park Township (IL); Remote; USD 48,000 - 67,000; Full time

Job summary

A leading tech startup is seeking a Senior Customer Success Manager to manage relationships with key clients and drive significant revenue retention. This role involves hands-on training, strategic guidance, and on-site travel to enhance product adoption and customer satisfaction. The ideal candidate thrives in a fast-paced environment and possesses strong analytical and communication skills.

Benefits

Unlimited PTO

22 official company holidays

Health care

Life insurance

Energetic culture

Inspiring mission & software product

Qualifications

• 5+ years of Client Success experience in SaaS.
• Strong data-analysis and problem-solving skills.

Responsibilities

• Own a portfolio of Mid-Market and Enterprise customers.
• Drive 120%+ Net Revenue Retention through renewals and upsells.
• Build and maintain strong, trusted relationships across client organizations.

Skills

Organizational Skills

Data Analysis

Problem Solving

Customer Empathy

Relationship Building

Sales Ability

Communication Skills

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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