Customer Success Associate

Company Description

Founded in 2021, Revalize empowers manufacturing businesses to better design, model, develop, and sell—powering greater outcomes across the entire manufacturing value chain. Revalize leads with an AI-forward mindset—using technology as a catalyst, not a compass. We’re shaping the future of manufacturing technology with industry-leading CPQ, PLM, and design solutions that transform data into opportunity and accelerate the journey from idea to cash.

Revalize serves more than 16,000 global customers and is a portfolio company of TA Associates and Hg.

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

Location

• Remote in Germany

• 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

• Experience managing renewal and negotiation conversations
• Professional way of expressing 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 (fluency in German and English is a must)
• Proactive problem solver with experience developing creative solutions for customers and the business

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

• Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application. The official working time zones are EST for US employees and CET for EMEA employees.

Revalize designates standard working hours as 8:00 am to 5:00 pm Eastern Time (ET) for employees based in the United States and 08:00 to 17:00 Central European Time (CET) for employees operating within the EMEA region.

Qualified applicants will be asked to complete a 30 minute online pre-employment assessment as part of the recruitment process.