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