Customer Success Manager We are seeking Customer Success Manager to work with our growing list of Enterprise accounts. You will manage all aspects of the customer relationship to help them maximize the value from their Applause investment. The CSM will bring Applause's best ideas, innovations, and capabilities to help our customers achieve more and improve the overall digital experience of their customers. You will also serve as the point for issues that impact the customer's success and drive risk mitigation. The ability to work cross-functionally between Sales, Marketing, Project Management / Delivery, Finance and Product Marketing will be key in building the Customer Success team, with the goal of owning the post-sale strategy. Key Responsibilities Drive toward attainment of customer renewal/retention/churn goals Partner closely with enterprise sales & delivery teams "Own" the customer relationship on behalf of Applause Serve as an internal advocate for customer products and services needs Work collaboratively with other sales leaders as well as leadership in other functional groups within the Company Engage with sales, product management, software development, marketing and finance teams at Applause to ensure customer satisfaction Develop and refine team metrics (e.g., renewal rates, utilization rates, case close rates, referral rates, etc.) and key performance indicators Plan and achieve quarterly and annual metrics and goals; report on progress to the executive team and company Requirements 5+ years of sales and/or account management experience Familiar with software testing and development OR has sold testing or application development tools Comfortable managing 20+ customers, holding regular QBRs and quarterly internal strategic reviews with the extended team Ability to work independently and as a part of a team Demonstrated success in performing well under time constraints with limited resources Exceptional time-management and organizational skills Excellent written and verbal communication skills Adept at dealing with ambiguity and a frequently changing industry Must have experience with Saleforce.com What Makes Applause a Great Place to Work
Applause is a world leader in digital quality testing. Since 2007, Applause has been the driving force in testing and digital quality innovation. Our expertise continues to help leading brands deliver quality digital products to their customers. Utilizing the skills of 1.5+ million testers in more than 200 countries and territories, Applause helps the world's leading brands to deliver quality digital products and experiences to their customers on a global scale. With insightful, actionable testing results that can directly inform go/no go release decisions, we enable our customers to release digital products and experiences better, faster and with confidence.
At Applause, living our core values - In it Together, Be Accountable, Create Value for Our Customers, Celebrate Authenticity, and Crush Your Goals - informs our choices as individuals, as teammates and in our everyday interactions with customers. Our values help to keep us on track to deliver the best outcomes, and to be the very best team we can. Embracing a culture of respect, authenticity and inclusion, we value and celebrate diversity. Together as one Applause Nation, we strive to enable professional opportunities for all employees.
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Applause is a place where everyone belongs and where we believe everyone deserves the exceptional. Since our founding, we have continued to celebrate diversity and are committed to creating an inclusive environment. If you believe you require a reasonable accommodation under any of the legally protected characteristics, please click here to complete an accommodation request. Please note Applause will only review requests for applications that have been submitted. We will review your qualifications and follow up with you regarding your request if your qualifications meet our current needs. #LI-EC1 #LI-Remote
