[Remote] Customer Success Associate

Note: The job is a remote job and is open to candidates in USA. Revalize is a company founded in 2021 that empowers manufacturing businesses with technology solutions across the manufacturing value chain. The Customer Success Associate will manage renewals and at-risk situations for assigned accounts, focusing on product adoption, expansion, and customer retention.

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

Skills

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

Benefits

• PTO
• Sick and Parental Leave
• Medical, Dental, and Vision Insurance
• 401(k) Plan
• Health Savings Account
• Life Insurance
• Employee Assistance Program

Company Overview