Customer Success Associate

Summary

Join Revalize as a Customer Success Associate and manage renewals and at-risk accounts, driving the post-sales journey for over 250 accounts. You will process renewals, handle add-on services, meet price increase targets, and manage at-risk situations. Collaborate with internal teams, manage customer inquiries, present product value, and support customer nurture activities. Identify up-sell and cross-sell opportunities and work with sales to achieve account growth goals. This role requires strong communication and problem-solving skills and experience in customer success or account management.

Requirements

• 1-2 years of experience in Customer Success, Account Management, or relevant customer-facing role
• 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

Responsibilities

• Manage 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

Preferred Qualifications

• 1+ years of Software experience
• Bachelor Degree