Senior Customer Success Manager - Remote

Overview

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.

In Short

• 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

• Proven experience in Customer Success or Account Management
• Strong communication and relationship-building skills
• Ability to analyze customer needs and drive product adoption
• Experience in a fast-paced, high-growth environment
• Willingness to travel for on-site visits
• Strong problem-solving skills and accountability
• Experience with software solutions and technology

Benefits

• Competitive salary and performance-based incentives
• Opportunity for professional growth and development
• Dynamic and inclusive work environment
• Health and wellness benefits
• Flexible working hours