Customer Success Manager

📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: Revalize

🔹 Location: United States (Remote)

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Fully Remote

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing renewals and retention of assigned accounts.
• Driving product adoption post-sale.
• Handling upsell and cross-sell opportunities.
• Addressing and mitigating at-risk situations within accounts.

ASSUMPTION: The role likely emphasizes relationship-building given the focus on renewals and retention, implying a consultative approach.

📋 Key Responsibilities

✅ Manage a high-volume book of approximately 150 accounts.

✅ Conduct regular check-ins and business reviews to boost retention.

✅ Monitor health indicators to identify and mitigate churn risks.

✅ Collaborate with internal teams for customer support.

✅ Support marketing campaigns to nurture customer relationships.

✅ Present product value effectively, managing objections to reduce churn.

ASSUMPTION: Given the high volume of accounts, strong organizational skills are assumed to be critical for success in this role.

🎯 Required Qualifications

Education: Bachelor’s degree preferred

Experience: 2-3 years in Customer Success or similar customer-facing role

Required Skills:

• Experience with renewals and negotiation conversations.
• Professional presence with strong listening and presentation skills.
• Ability to connect customer needs with product value.

Preferred Skills:

• Experience in Technology/SaaS.
• Track record of managing customers and increasing revenue.

ASSUMPTION: Candidates are assumed to be well-versed in customer relationship management, deduced from the emphasis on upsells and renewals.

💰 Compensation & Benefits

Salary Range: Not specified, assumed to be competitive within industry standards.

Benefits:

• Remote working arrangement.
• Opportunities for career development.
• Engagement in a dynamic, growing company environment.

Working Hours: 40 hours per week, primarily EST hours.

ASSUMPTION: Benefits are industry-standard for software roles, focusing on career development and job flexibility.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, focusing on manufacturing solutions.

Company Size: 501-1,000 employees, offering substantial resources with agility typical of mid-sized companies.

Founded: 2021, making it a relatively new and innovative company.

Company Description:

• Empowering manufacturing businesses across the value chain.
• Offering best-in-class CAD, PLM, and CPQ solutions.
• Supporting over 15,000 global customers.

Company Specialties:

• Enterprise Product Configurator Software.
• CPQ (Configure, Price, Quote) Solutions.
• Salesforce, Oracle, NetSuite, and SAP Integration.

Company Website: https://www.revalizesoftware.com

ASSUMPTION: The company's emphasis on integration with major platforms suggests a cutting-edge technology approach.

📊 Role Analysis

Career Level: Mid-level, requiring moderate experience in customer-facing roles.

Reporting Structure: Likely reports to a senior Customer Success leadership position within Revalize.

Work Arrangement: Fully remote, expected to work within Eastern Standard Time hours.

Growth Opportunities:

• Potential to lead larger accounts or teams.
• Skill enhancement in relationship management and negotiation.
• Industry recognition through successful customer outcomes.

ASSUMPTION: Opportunities for growth appear consistent with demonstrated performance and initiative within the role.

🌍 Location & Work Environment

Office Type: Primarily remote, with possible limited travel.

Office Location(s): Headquarters in Jacksonville, Florida, with a global presence.

Geographic Context:

• Remote work provides flexibility and work-life balance.
• Working EST hours allows alignment with U.S. business operations.
• Involvement in global operations broadens experience.

Work Schedule: Standard 40-hour work week, flexible but centered around EST hours.

ASSUMPTION: The remote nature with specific time zone focus suggests a well-organized work structure.

💼 Interview & Application Insights

Typical Process:

• Initial application through company website.
• Completion of a 30-minute online assessment.
• Screening interview with HR.

Key Assessment Areas:

• Communication skills and professional presence.
• Understanding of customer success metrics.
• Problem-solving ability.

Application Tips:

• Highlight experience with renewals and customer retention.
• Demonstrate ability to manage high volumes of accounts.
• Emphasize technical skills relevant to software integration.

ATS Keywords: Customer Success, Account Management, Cross-Selling, Negotiation

ASSUMPTION: Application and assessment processes are designed to evaluate technical and interpersonal competencies equally.

🛠️ Tools & Technologies

• Salesforce for account management and reporting.
• Proprietary CPQ and PLM solutions for customer interactions.
• Collaboration tools for remote team working.

ASSUMPTION: Familiarity with these tools is critical for seamless integration into the role, supporting effective customer management.

👔 Cultural Fit Considerations

Company Values:

• Innovation in software development.
• Commitment to customer success.
• Focus on team collaboration and support.

Work Style:

• Proactive and customer-focused.
• Detail-oriented in managing complex solutions.
• Adaptable to remote work and flexible hours.

Self-Assessment Questions:

• Can I manage and prioritize a high volume of accounts effectively?
• How do I handle objections and demonstrate product value to customers?
• Am I comfortable leveraging technology in customer interactions?

ASSUMPTION: Cultural alignment is likely centered around adaptability to technological and market changes.

⚠️ Potential Challenges

• Managing a large book of business remotely.
• Aligning with global customer needs and time zones.
• Effective negotiation for renewals and upsells.
• Maintaining high customer satisfaction across multiple accounts.

ASSUMPTION: The balance of technical demands with customer engagement might require continuous learning and adaptation.

📈 Similar Roles Comparison

• Roles in companies with similar industry focus and size.
• Positions requiring similar customer engagement and technical skills.
• Roles offering remote work with flexible hours.

ASSUMPTION: Industry trends for similar roles suggest demand for multitasking in dynamic environments.

📝 Sample Projects

• Developing strategies to increase customer retention by 10%.
• Implementing a new customer feedback system to enhance product value demonstration.
• Organizing virtual webinars to boost product adoption.

ASSUMPTION: Projects likely focus on both short-term customer interactions and long-term relationship building.

❓ Key Questions to Ask During Interview

• What strategies does Revalize prioritize for customer retention?
• How does the company support professional development for remote employees?
• Can you describe the team structure and reporting lines?
• What KPIs are most critical in this role?
• What challenges does Revalize foresee in the customer success domain?

ASSUMPTION: Interview questions should gauge alignment between personal career goals and company objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare for a potential initial phone screening.
• Complete the mandatory 30-minute online assessment.
• Participate in a detailed interview focusing on experiences and skills.
• Stay proactive in follow-up communications to express continued interest.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.