Customer Success Manager - North America

8 hours, 37 minutes ago
Full-time
Mid Level
Customer and Technical Support
Emplifi

Emplifi

Emplifi provides a comprehensive customer engagement and social media marketing platform that integrates marketing, commerce, and customer care solutions to enhance the customer journey and bridge the customer experience gap for businesses.

Professional Services
251-1K
Founded 2021
$6M raised

Description

  • Serve as the primary point of contact for customers in assigned named accounts.
  • Build and maintain strong customer relationships to ensure satisfaction and loyalty.
  • Understand customer objectives and align services to help achieve their goals.
  • Oversee and manage new-client onboarding to support smooth and timely product adoption.
  • Collaborate with internal teams to expedite service delivery and meet onboarding timelines.
  • Monitor client usage and product adoption, and provide training or tailored support to improve results.
  • Develop retention and renewal strategies, manage contract renewals, and address churn risks.
  • Identify upsell and cross-sell opportunities and coordinate with the Account Sales Director.
  • Gather client feedback and relay it to product and service delivery teams for continuous improvement.
  • Maintain client records and success metrics in CRM and Gainsight, and report client health and renewal forecasts to management.

Requirements

  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • 3-5 years of experience in customer success, account management, or a similar role, preferably in digital marketing.
  • An AI-first mindset with the ability to use AI tools to simplify processes and improve efficiency.
  • Demonstrated ability to build strong relationships and manage key customer accounts.
  • Proficient understanding of digital marketing services such as social media and content marketing.
  • Strong problem-solving skills and the ability to handle challenging client situations with grace.
  • Experience with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
  • Excellent verbal and written communication skills.

Benefits

  • Flexible working environment with high levels of trust and flexibility.
  • Unlimited Paid Time Off, plus Sick Days and Community Service Days.
  • Medical, Dental, Vision, and Life coverage options.
  • 8 weeks paid maternity leave or 4 weeks paid paternity leave, plus adoption and foster care leave.
  • Company-paid STD and LTD coverage.
  • 401(k) retirement plan.
  • Educational reimbursement opportunities and access to Emplifi Academy courses.
  • Employee Assistance Program (EAP) and company learning days.
  • Access to leading AI tools including ChatGPT, Claude, and Gemini.

Interested in this position?

Apply directly on the company website

Apply Now

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