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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:
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
- Increase product adoption
- Establish trust and rapport with the client base to increase the likelihood of retention, expansion, and referrals
- 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 a 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
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:
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
- Increase product adoption
- Establish trust and rapport with the client base to increase the likelihood of retention, expansion, and referrals
- 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 a 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