Customer Success Associate

Revalize

2d • Remote

About The Position

The Customer Success Associate (CSA) will be responsible for managing renewals and at-risk situations of an assigned set of accounts.

Requirements

• Experience managing renewal and negotiation conversations
• Professional presence with ability to listen to, understand and present to customers
• 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

Nice To Haves

• 1+ years of Technology / SaaS / Software experience a plus

Responsibilities

• Drive the post-sales journey for assigned accounts, from, product adoption, expansion, advocacy, and ultimately renewal
• Manage a high-volume book of business of approximately 150 accounts, maintaining an accurate forecast and account status within SFDC. (Accounts between 10-30k ARR)
• Process renewals within SFDC and ensure price increase targets are met
• Monitor account health indicators to identify churn risk and develop strategies for mitigation
• Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback
• Present value of Revalize products with customers, effectively managing objections to mitigate churn
• Support customer nurture activities and campaigns in partnership with Marketing
• Identify additional opportunities to drive up-sells, cross-sells, and collaborate with Sales to deliver on account growth goals
• Generating renewal proposals, sending renewal outreach and ensuring timely closure.
• Responding promptly to customer inquiries, documenting customer interactions and maintaining accurate records in CRM
• Collaborating with sales, support, professional services, and product teams to ensure a seamless customer experience
• Analyzing customer usage data and identifying opportunities for upselling and cross-selling
• Developing and implementing strategies to increase customer retention and reduce churn
• Handling customer escalations, managing risk, and resolving issues in a timely manner
• Gathering customer feedback and communicating it to relevant internal teams for product improvements

Benefits

• All fulltime (30+ hours) employees are eligible for PTO, Sick and Parental Leave; Medical, Dental, and Vision Insurance; 401(k) Plan; Health Savings Account; Life Insurance; Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees