Customer Success Manager

Job Summary

Applause is raising the bar for digital quality and employee experience. Recognized as a Top Workplace, Applause provides award-winning software testing and UX research solutions to top brands. Our fully managed services leverage a global team and the world's largest independent testing community. We improve digital experiences for global innovators like Google, Microsoft, PayPal, Starbucks, Vodafone, and BMW.

As a Customer Success Manager you will 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

Job Requirements and Preferred Skills:

• 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

Why Applause?

We’re proud to cultivate an inspiring, engaging employee culture that’s consistently reflected in high employee retention rates and satisfaction. Our talented team – known as Applause Nation – is set up for success with the latest collaboration and learning tools, opportunities for career advancement, and more.

• We have a flexible work environment with top talent from across the globe

• Collaborate with an international team of 450+ passionate, talented co-workers

• Expand your portfolio with exciting, hands-on projects providing exposure to well-known, global brands

• Learn and grow through structured onboarding, in-house knowledge sessions and access to thousands of virtual courses available on demand

• Incorporate AI and other exciting technologies into your work, to help you prioritize and boost productivity

• Experience a supportive culture that emphasizes teamwork, innovation and transparency

• Share your voice! Contribute and integrate creative and innovative ideas across roles and departments

Applause Core Values:

As a global employee community, we strive to uphold the following core values, which are critical to business success and how we measure individual and team performance. Do you share our core values?

• Be Accountable: You love to take ownership, and hold yourself and others accountable to increase empowerment and success.

• Celebrate Authenticity: You love bringing your true self to work and creating genuine and trustful relationships within a diverse environment.

• In It Together: You have a team-first mindset and love collaborating with your peers.

• Create Value for Our Customers: You love delivering meaningful business impact and being a release partner for all aspects of digital quality.

• Crush Your Goals: You always strive for excellence and constantly seek ways to be better, more effective and more efficient.

Compensation:

Beyond Applause’s award-winning culture, our employee-centric benefits and competitive compensation strategy are designed to support your physical and mental well-being, promote work-life balance, and fuel your professional growth.

The salary range for this position is $80,000 - $200,000 Total Compensation .

Accommodations:

Applause is a place where everyone belongs and where we believe everyone deserves the exceptional. We continue to celebrate diversity and are committed to creating an inclusive, equitable environment for our employees. If you believe you require a reasonable accommodation und.er 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.

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