Senior Customer Success Manager

Tandem Inc.; United States; Remote; USD 85,000 - 140,000; Full time

Job summary

A leading tech startup is seeking a Senior Customer Success Manager to manage key relationships and drive high revenue retention rates. This fully remote role requires strong communication and organizational skills, along with a proven track record in Customer Success within the SaaS industry. The position promises a dynamic culture with benefits like unlimited PTO and a focus on career growth.

Benefits

Unlimited PTO

22 official company holidays

Health care

Life insurance

Amazing colleagues

Energetic culture that celebrates

Inspiring mission & software product

Career growth opportunities

Qualifications

• 5+ years of prior Client Success experience in SaaS.
• Extremely organized, strong work ethic with results-oriented focus.
• 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.

Skills

Data-analysis skills

Problem-solving skills

Relationship building

Sales ability

Strong 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