• Own the client relationship – Become the face of the company to the client by deeply understanding the client’s program economics and how our company improves those economics. • Own program launches – Work with client stakeholders and internal resources to ensure new program launches are well executed. • Improve programs and outcomes – Work closely with clients to refine program design, ensuring alignment with patient access and commercialization objectives. • Conduct performance analysis – Continuously assess program performance against key success metrics, identifying opportunities to enhance value and improve outcomes. • Upsell services – Look for new opportunities for the company and, with client advocates, build the business case to bring new therapies onto our platform. • Navigate client relationships well – Maintain trust when the client pushes back and work with complex client dynamics. • Coordinate cross-functionally - Work well with different mindsets and skill sets across technology, operations, sales, and support to get things done for the client.

• Own a portfolio of Mid-Market and Enterprise customers • Drive 120%+ Net Revenue Retention through renewals, upsells, and expansions • Build and maintain strong, trusted relationships across client organizations • Travel on-site to deepen partnerships and drive product adoption • Help customers achieve measurable outcomes using Applause software • Deliver hands-on training and strategic guidance to ensure ongoing success • Resolve customer issues with urgency, professionalism, and accountability • Monitor client health and proactively address churn risk • Partner with internal teams to influence roadmap and deliver customer value

• Drive product adoption to ensure at least 90 percent of your assigned portfolio adopts MagicSchool into their weekly workflow. • Achieve a contract renewal rate of 90 percent or higher. • Identify expansion opportunities to drive a Net Revenue Retention (NRR) rate of at least 110 percent annually. • Monitor school health data to triage underperforming accounts and design specific intervention programs. • Build trust and influence with teachers and administrators to secure buy-in from key decision makers.

Purpose: The purpose of this role is to manage a group of large customers and to secure 120%+ NRR from them each year. The CSM will accomplish this by ensuring their customers get amazing results from our software, use more of our software each year, and increase their spending each year. Job Description: We're looking for a Customer Success Manager to own relationships with some of our largest customers and drive >120% Net Revenue Retention annually. This role is ideal for someone who thrives in a fast-paced environment, builds trust quickly with customers, and isn’t afraid to roll up their sleeves and grind. You’ll be the face of Applause to your clients—proactive, resourceful, and always looking to drive more value. This is an individual contributor role—ideal for someone who wants to execute, travel on-site, build lasting relationships, and be known by name in our customers’ organizations. Responsibilities: - Own a portfolio of Mid-Market and Enterprise customers - Drive 120%+ Net Revenue Retention through renewals, upsells, and expansions - Build and maintain strong, trusted relationships across client organizations - Travel on-site to deepen partnerships and drive product adoption - Help customers achieve measurable outcomes using Applause software - Deliver hands-on training and strategic guidance to ensure ongoing success - Resolve customer issues with urgency, professionalism, and accountability - Monitor client health and proactively address churn risk - Partner with internal teams to influence roadmap and deliver customer value