Customer Success Manager at ApplaudoStudios

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.