Customer Success Manager

Customer Success Manager

At Apps Associates our Customer Success Managers are professionals responsible for ensuring that clients achieve their desired outcomes while using a company's products or services. Their primary goal is to foster long-term relationships, drive customer satisfaction, and promote retention and loyalty.

Job Requirements

• Exceptional track record in B2B sales, ideally in a subscription and project-based environment (e.g., SaaS or Technology Services), with a strong emphasis on renewing clients on annual programs
• 3+ years of experience in client success, account management, or revenue retention, focusing on nurturing long-term relationships and maintaining high client satisfaction
• Familiarity with CRMs (e.g., Salesforce), Zoom, Microsoft Team's
• Knowledge of key CSM metrics like NRR, MRR, Churn, and renewals
• Experience driving revenue growth and client retention
• Ability to communicate confidently with clients and stakeholders
• Excellent organizational skills and the ability to manage multiple projects

How You Will Make an Impact

• Drive renewals and upsell opportunities. You will proactively manage client relationships to ensure satisfaction and renew subscriptions, helping clients maximize their ROI.
• Drive B2B sales efforts. Use your sales expertise to help expand revenue in existing customers and grow recurring revenue through effective cross-selling and upselling.
• Maintain touchpoints. Keep in regular contact with clients to strengthen relationships, troubleshoot issues, and ensure they continue to see value in their investment.
• Provide world-class service. Help refine and scale our client engagement strategies to ensure we're providing the highest level of service and expertise.

What's In It For You

• Leadership: Help customers adopt groundbreaking services and technology that empowers business efficiency, growth and scalability.
• Exposure: Work closely with key decision-makers expanding your network and influence in a rapidly growing industry.
• Growth: Join an energetic and innovative culture where your ideas are valued. You'll have the opportunity to contribute to company growth, take on new projects, and further your career.

Outcomes // KPIs

• Customer Retention & Revenue Preservation: Manage a book of 30+ clients, focusing on relationship building and solving problems to ensure satisfaction and retention.
• Churn Rate below 5%: Keep the percentage of clients who discontinue services low.
• Renewal Rate above 90%: Maintain a high renewal rate for Annual programs ensuring clients continue their support.
• Annual Net New Revenue: Drive new revenue sales in existing customers via cross and upselling. Monitor revenue growth per client to help drive profitability, customer understanding, and financial forecasting.

Job Type

• Full-time, base salary plus commission.
• W2 position

Experience

• Client Success: 3+ years (Required)
• Recurring revenue management: 2+ years (Required)
• B2B / B2C sales: 3+ years (Required)

Work Location

Remote/Hybrid