About the position
The Customer Success Associate (CSA) will be responsible for managing renewals and at-risk situations of an assigned set of accounts. Drive the post-sales journey for assigned accounts, from product adoption, expansion, advocacy, and ultimately renewal. Manage a high-volume book of business supporting > 250 accounts (Accounts between 10K-30K). Process renewals within SFDC and assist customers with add-on services, products, and changes to their subscriptions. Ensure Price Increase targets are met. Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback. Manage inbound customer inquiries relating to their account. Present value of Revalize products with customers, effectively managing objections to mitigate churn via email and phone. Support customer nurture activities and campaigns in partnership with Marketing. Reply to customer survey responses & recommend the appropriate department to take action. Identify additional opportunities to drive up-sells, cross-sells, and collaborate with Sales to deliver on account growth goals.
Responsibilities
- Drive the post-sales journey for assigned accounts, from product adoption, expansion, advocacy, and ultimately renewal.
- Manage a high-volume book of business supporting > 250 accounts (Accounts between 10K-30K).
- Process renewals within SFDC and assist customers with add-on services, products, and changes to their subscriptions.
- Ensure Price Increase targets are met.
- Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback.
- Manage inbound customer inquiries relating to their account.
- Present value of Revalize products with customers, effectively managing objections to mitigate churn via email and phone.
- Support customer nurture activities and campaigns in partnership with Marketing.
- Reply to customer survey responses & recommend the appropriate department to take action.
- Identify additional opportunities to drive up-sells, cross-sells, and collaborate with Sales to deliver on account growth goals.
Requirements
- 1-2 years of experience in Customer Success, Account Management, or relevant customer-facing role.
- 1+ years of Software experience a plus.
- Bachelor Degree preferred.
- Experience managing renewal and negotiation conversations.
- Professional presence with ability to listen to, understand and present to customers via email and phone.
- Ability to understand customer’s business needs and how those connect back to product value.
- Strong verbal and written communication skills with a passion for delivering an excellent customer experience.
- Proactive problem solver with experience developing creative solutions for customers and the business.
