Customer Success Manager - SMB (PH)

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Requirements:

• 2+ years of prior experience in B2B SaaS (e.g., CSM, implementations, support, sales, etc.).
• 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.

Responsibilities:

• The CSM will own a large group of SMB customers, and will help them get great results from our software. They will be the customer’s primary point of contact at Applause.
• Secure 100%+ Net Revenue Retention from the client base.
• Use several automation tools to help clients have success on our software.
• Train clients on how to use our software.
• Field client concerns, problems, and questions; and then resolve those issues.
• Find and refer upsell & expansion opportunities to our sales team.
• Monitor client health and get in front of churn risk.
• Increase product adoption.
• Establish trust and rapport with client base to increase likelihood of retention, expansion, and referrals.