Customer Success Manager - North America

1 hour, 30 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 assigned named accounts and manage ongoing client relationships.
  • Oversee onboarding for new clients to ensure smooth, timely product adoption.
  • Collaborate with internal teams to expedite service delivery and meet onboarding timelines.
  • Monitor client usage and product adoption, including regular check-ins and training sessions.
  • Develop retention strategies, manage contract renewals, and mitigate churn risks.
  • Identify and present upsell and cross-sell opportunities based on client needs.
  • Gather client feedback and share it with product and service delivery teams to support continuous improvement.
  • Maintain accurate client records, track interactions, and measure success metrics in CRM and Gainsight.
  • Provide management with updates on client health, renewal forecasts, and account risks.
  • Act as a client advocate within the company to ensure customer needs and concerns are addressed.

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 the digital marketing industry.
  • An AI-first mindset with the ability to use AI tools to simplify processes, streamline workflows, and improve efficiency.
  • Demonstrated ability to build strong relationships and manage key customer accounts.
  • Working knowledge of digital marketing services such as social media and content marketing.
  • Strong problem-solving skills and the ability to handle challenging client situations with professionalism.
  • Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
  • Excellent verbal and written communication skills.
  • Remote work eligibility anywhere in North America, ideally in the Eastern time zone.

Benefits

  • International, fast-paced, and rapidly growing work environment.
  • Opportunity to work with major global brands at a CX technology leader.
  • Agile, open-minded culture with high levels of trust and flexibility.
  • Opportunities for professional growth and development.
  • Access to new and cutting-edge technologies and company learning days.
  • Medical, dental, vision, and life coverage options.
  • Flexible working hours and unlimited PTO.
  • 12 paid holidays, 2 paid community service days, and access to an Employee Assistance Program.
  • Company-paid STD and LTD, 401(k), paid parental leave, adoption/foster care leave, educational reimbursement, and a referral bonus program.

Interested in this position?

Apply directly on the company website

Apply Now

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