Customer Success Manager

Emplifi’s unified customer engagement platform empowers more than 20,000 of the world’s leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.

**About the Customer Success Team**:
The Customer Success team is responsible for onboarding new clients and helping them use our products, so they get maximum value - leading to retention of existing client relationships and revenues at scale. We leverage the largest social media data set and CX management suite in the industry. We continue to challenge the status quo by introducing new innovations and enabling our clients to adopt our technology, helping them to scale their business no matter where they are or what industry they are in.

As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development, so that you can grow as a professional and a social media expert advisor.

**Job Summary**:
The Customer Success Manager is a crucial ambassador for our clients. With a core focus on sustaining positive client relationships, the CSM plays a central role in customer retention, renewal strategies, product adoption, and identifying expansion opportunities. The CSM will manage contract renewals and some upsells for a defined book of business.
- A remote role, this person can be based anywhere in North America, ideally within the Eastern Time Zone._

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**What You’ll Do Here**:
**_ Client Relationship Management:_**
- Serve as the primary point of contact for customers in the assigned named accounts.
- Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty.
- Understand customer objectives and align our services to achieve those goals.

**_Onboarding:_**
- Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption.
- Collaborate with internal teams to expedite service delivery and meet onboarding timelines.

**_Product Adoption:_**
- Monitor client usage and product adoption rates.
- Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential.
- Address any adoption challenges with tailored solutions.

**_Renewal and Retention:_**
- Develop strategies to ensure high retention rates and manage the contract renewal process.
- Predict and address potential churn risks, implementing mitigation strategies as needed.

**_Upselling and Cross-Selling:_**
- Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs.
- Collaborate with the Account Sales Director to ensure smooth transitions for upselling or cross-selling activities.

**_Feedback Loop:_**
- Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement.
- Act as the client’s advocate within the company, ensuring their needs and concerns are addressed.

**_Reporting and Analytics:_**
- Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics.
- Provide regular updates to management on client health, renewal forecasts, and potential risks.

**What You’ll Bring to Us**:

- Bachelor’s degree in Business, Marketing, Communications, or a related field.
- Minimum of 3-5 years of experience in customer success, account management, or a similar role, preferably within the Customer Care Industry.
- Demonstrated ability to build strong relationships and manage key customer accounts.
- Proficient understanding of Customer Service tools like Case Management, Knowledge Management etc.
- Strong problem-solving skills and the ability to handle challenging client situations with grace.
- Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
- Excellent verbal and written communication skills.
- Call Center experience and understanding is beneficial

**What We Offer**:

- International, fast paced and rapidly growing environment
- Chance to work with the world’s biggest brands at the CX tech leader
- Agile and open-minded culture, with high levels of trust and flexibility
- Opportunity for professional growth and development
- Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
- Benefits package including Medical, Dental, Vision & Life Coverage Options
- Flexible Working Hours
- Unlimited PTO
- 12 paid Holidays
- 2 Paid Community Service Days
- Company paid STD and LTD
- 401K
- 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave availab