Customer Success Associate

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 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.