Customer Success Manager

  • Poznań
  • Revalize
Job Description The Customer Success Manager (CSM) is responsible for managing renewals and retention of an assigned set of accounts. The CSM is responsible for the post-sale experience inclusive of driving product adoption, processing up-sells, identifying cross-sells, and managing the renewal and any at-risk situations within their assigned accounts. 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 200 accounts, maintaining an accurate forecast and account status within SFDC. (Accounts between 25 - 75kARR) Increase customer retention by conducting regular check-ins, and performing business reviews, where applicable 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 Qualifications Must be fluent in both German and English 2-3 years of experience in Customer Success or Account Management  or other customer-facing role 2+ years of Technology / SaaS / Software experience a plus Bachelor Degree preferred 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 Additional Information All your information will be kept confidential according to EEO guidelines. If qualified, to complete your application you will be required to complete a behavioral and aptitude test to be sent out via email.