Customer Success Manager

About the role

The ideal candidate will be responsible for managing strong relationships with assigned customer accounts, ensuring high satisfaction, successful product adoption, and clear recognition of ROI. They will drive revenue growth through low cancellations and churn, high retention, and increased customer advocacy.

Responsibilities

• Maintain a customer-centric attitude across all client interactions, delivering first-class service that drives high NPS scores
• Collaborate with internal Applied teams to resolve customer issues, communicate product requests, and deliver excellent service on a timely basis
• Set appropriate expectations with customers to position Applied’s team and products for success
• Understand, analyze, and solve challenging customer requests using creative solutions
• Develop and implement account plans to drive customer retention and grow the relationship
• Lead quarterly business reviews covering perceived value, usage metrics, areas for improvement, wins and milestones, and new product features
• Analyze customer health metrics and engagement using internal tools and usage data, feeding insights back to product and service teams to drive continuous improvement, and championing customer advocacy across Applied departments to ensure a consistent experience
• Travel up to 15% for team meetings and customer events, as required

Requirements

• Strong verbal and written communication skills, able to convey information clearly, accurately, and concisely
• Minimum of 2-3 years of experience in a customer success or customer-facing role, with a proven track record and a self-starter, proactive mindset
• Expertise in customer success best practices and customer retention
• Able to organize and prioritize tasks and projects with high attention to detail
• Empathetic to customer frustrations and needs, with experience working with customer and senior executive stakeholders
• Creative problem solver, able to identify underlying problems, not just symptoms
• Excellent presentation skills, both creating and presenting in client-facing meetings

Qualifications

• Familiarity with Applied’s product portfolio, including our core management systems and extended solutions
• Experience with Salesforce

Skills

• Customer success best practices
• Customer retention strategies
• Effective communication and problem-solving skills
• Project management and organizational skills

Benefits

Medical, Dental, and Vision Coverage
Holiday and Vacation Time
Health & Wellness Days
A Bonus Day for Your Birthday

Pay

Your Security Matters: Our candidates’ personal information and online safety are top of mind. Applied communicates with candidates only via a secure @appliedsystems.com email address or through our official careers portal. Recruiters will never request payments or ask for financial account or sensitive personal information like Social Security numbers.

AI Utilization: We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, final decisions are always conducted by real humans.

Schedule

Full-time position