Customer Success Manager (SMB, Philippines)

Purpose: The purpose of this role is to manage a large group of SMB customers and to secure 100%+ Net Revenue Retention and 90% logo retention each year. The CSM will accomplish this by being very efficient and by utilizing automation to create frequent wins for a large group of their customers each day.

Job Description: 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.

Responsibilities

• Secure 100%+ Net Revenue Retention from the client base
• Use several automation tools to help clients have success with 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
• Increa...