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.

• 3+ years in Account Management, Customer Success, or client-facing roles.
• Proven experience driving revenue growth within existing accounts.
• Strong experience with CRM tools and pipeline management.
• Experience working with executive stakeholders and managing renewals.
• Advanced English proficiency.

About Us

We Are Engineered Different.

At Applaudo, talented people design, build, and scale meaningful, AI-powered solutions that create real business impact. As an AI-native organization, we collaborate across design, development, cloud, data, and artificial intelligence to turn ideas into scalable products that transform how companies operate, make decisions, and grow.

We are building a high-performance culture grounded in five values: Empowering Excellence, Collaborative Teamwork, Unsolicited Respect, Consistent Transparency, and Efficient Communication. These define how we work, how we support one another, and how we hold ourselves accountable.

Applaudo is a place for people who want to learn fast, take ownership, and work alongside strong teams they are proud to belong to. Joining us means being part of an organization that is evolving intentionally, investing in modern ways of working, and leading AI-native transformation at scale.