Customer Success Manager
Apps Associates · United States
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 upsell. 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