Customer Success Manager

About You
You are a revenue-minded relationship builder, someone who earns client trust and then uses it to grow. You thrive at the intersection of strategic partnership and business development: you protect the base, expand the book, and deliver measurable value at every stage of the client lifecycle. You're equally comfortable in a QBR with a C-suite executive as you are identifying a white-space opportunity and closing it.

• This role requires a hybrid presence in El Salvador or can be performed remotely within LATAM.

You bring to Applaudo the following competencies:

• Bachelor's Degree in Business Administration or related field.
• 3+ years in Customer Success, Account Management, or a client-facing sales role with a demonstrable track record of growing a book of business through upsell, cross-sell, and expansion.
• Strong consultative and value-based selling skills; you understand how to position solutions around business outcomes, not features.
• Proven ability to identify and close expansion opportunities within existing accounts you treat your portfolio like a territory.
• Demonstrated ability to influence and negotiate with executive and C-level stakeholders, including driving contract renewals at favorable terms.
• Solid CRM proficiency (Salesforce, HubSpot, or similar) and comfort with forecasting and pipeline management.
• Experience building and executing account growth plans aligned to client goals and business objectives.
• Strong ability to manage a multi-account portfolio with attention to revenue health, risk, and opportunity signals.
• Excellent communication, presentation, and interpersonal skills including active listening.
• Strategic thinker with the ability to plan long-term while executing short-term.
• Leadership experience whether managing people, leading cross-functional teams, or acting as the senior point of contact on complex accounts.
• Excellent English level (C1/C2) required.

You will be accountable for the following responsibilities:

• Own and grow your book of business, drive net revenue retention (NRR) above baseline through proactive expansion, upsell, and cross-sell motions across your assigned portfolio.
• Serve as the primary point of contact for all account matters, building deep, trust-based relationships with client stakeholders and executive sponsors.
• Develop and execute account growth plans that map Applaudo's capabilities to each client's evolving business goals and convert those maps into commercial opportunities.
• Identify, qualify, and close expansion opportunities (new services, headcount growth, capability extensions) in close coordination with the Sales team.
• Negotiate contract renewals and amendments that maximize profitability and long-term partnership value.
• Ensure timely, high-quality delivery of services and maintain clear communication on initiative progress with internal and external stakeholders.
• Conduct regular business reviews (QBRs) that demonstrate value delivered and position the next phase of partnership.
• Forecast and track key account metrics ARR, expansion revenue, retention risk, and CSAT and maintain accurate pipeline data in CRM.
• Manage escalations swiftly and effectively, using them as opportunities to deepen trust rather than lose it.
• Collaborate with Delivery, Sales, and Leadership to surface client insights that drive growth, retention, and service innovation.