Applause

Customer Success Manager

• 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

Full-stack Engineer

• Own the design, structure, and optimization of all PostgreSQL databases across the platform.
• Implement indexing, partitioning, caching, and query optimization strategies to improve performance and reliability.
• Work cross-functionally to architect and evolve data models that support new features while maintaining efficiency and data integrity.
• Collaborate with the backend engineering team to ensure backend services integrate seamlessly with database systems.
• Monitor and tune database performance using metrics and profiling tools.
• Develop, test, and release backend code that meets Applause’s high engineering standards, delivering 90%+ on-time releases.
• Establish and document conventions and best practices for working with data and backend services.
• Lead backend initiatives from concept to release—providing technical direction, mentorship, and quality oversight.

Senior Software Engineer, PostgreSQL Specialist

• You should spend 80% of your time shipping a lot of back-end code, owning, building, and releasing a lot of new features and feature updates. Do this quickly, with high quality, and by the due date of an aggressive product roadmap (e.g., 90% + released on time).
• Ensure code meets Applause’s high engineering standards, and that it still works with 10x more usage.
• Working closely with the product team, you will lead out and own the design and architecture of new features/sub-systems on a per-project basis.
• You will take ownership of the development side of a release from start to finish. This includes presenting and proposing multiple solutions for a given problem, determining the optimal solution based on requirements and constraints, delegating tasks to other developers on the project, assisting other developers during feature development, and building out and delivering on your own code tasks.

Senior Software Engineer – Dev Lead

Implementation Specialist

• Manage 40 active implementations at any given time.
• Lead and collaborate on all customer implementations as part of a team-based approach, ensuring a seamless handoff from Sales and a smooth transition to Customer Success.
• Help clients get set up on our software quickly, providing consultative guidance and best practices to ensure they achieve value fast.
• Track and report on key implementation KPIs while proactively identifying and mitigating risks to keep projects on track.
• Deliver regular status updates and progress reports to both clients and internal stakeholders, ensuring alignment, transparency, and timely communication.
• Collaborate with Product and Engineering teams to surface feedback, influence the product roadmap, and enhance the customer experience while continuously refining scalable implementation processes.

Sales Development Rep

• Focus 80%+ of your time on outbound calls and emails to engage SMB prospects.
• Represent Applause with integrity, passion, professionalism, and a deep understanding of the product’s features and benefits.
• Help cold prospects understand the value of Applause software, building awareness and interest.
• Set qualified demos for interested SMB prospects to meet with AEs, facilitating pipeline growth.
• Call trade show attendees, encourage booth visits, and follow up to nurture leads.

Sales Development Representative

Customer Support

• - Manage inbound support tickets via email, chat, and other channels
• - Resolve issues quickly and thoroughly with a friendly, professional tone
• - Maintain a 95%+ CSAT rating
• - Initial response to new client messages within 30 minutes (first response time)
• - Resolve most tickets in under 4 hours (time to resolution)
• - Become a product expert and use that knowledge to troubleshoot effectively
• - Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business)
• - Document solutions and contribute to internal knowledge base

Customer Success Manager

Senior Software Engineer, PostgreSQL Specialist

Senior Software Engineer – Dev Lead

Implementation Specialist

Sales Development Representative

Sales Development Representative

Customer Support Specialist