• 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

• Maintain momentum across partner and customer engagements by setting clear next steps, owners, timelines, and governance cadences • Partner with commercial stakeholders to ensure clean handovers from sale to delivery (scope, expectations, success criteria) • Develop and manage structured success plans, including outcomes, milestones, adoption activities, risks, and value realisation measures • Proactively manage expectations, escalate risks early, and maintain alignment across stakeholders • Coordinate internal teams (Solutions, Product, Engineering, Delivery) to unblock integrations and drive issues to resolution • Ensure actions and insights are followed through, maintaining accountability and progress • Maintain strong knowledge of product capabilities and recommended implementation approaches • Capture evidence-based feedback from real-world usage and translate it into structured, actionable insights • Support process improvements, enablement materials, and repeatable patterns that strengthen future delivery.

• Build strong, trust-based relationships with assigned clients • Serve as the primary point of contact for communication, updates, timelines, and wins • Make sure clients understand performance, outcomes, and value • Coordinate execution across internal marketing teams • Keep work moving proactively without unnecessary red tape • Surface risks early and communicate clearly • Support retention, satisfaction, and long-term stability