Senior Customer Success Manager

Applause; Salt Lake City (UT); Remote; USD 150,000 - 200,000; Full time

Job summary

A leading tech startup is seeking a Senior Customer Success Manager to manage relationships with key clients, ensuring high revenue retention and customer satisfaction. This role requires strong organizational and analytical skills, with a focus on building trust and delivering value. The position is fully remote, offering unlimited PTO and a vibrant company culture.

Benefits

Unlimited PTO

22 official company holidays

Health care

Life insurance

Positive company culture

Career growth opportunities

Qualifications

• 5+ years of prior Client Success experience in SaaS.
• Strong work ethic with results-oriented focus.

Responsibilities

• Own a portfolio of Mid-Market and Enterprise customers.
• Drive 120%+ Net Revenue Retention through renewals and upsells.
• Travel on-site to deepen partnerships.

Skills

Organization

Data Analysis

Problem Solving

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

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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