Customer Success Manager - North America

Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for over 20,000 brands worldwide. The Customer Success Manager plays a crucial role in managing client relationships, ensuring product adoption, and driving retention strategies to maintain and grow client accounts.

Responsibilities:

• 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
• 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
• 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
• Develop strategies to ensure high retention rates and manage the contract renewal process
• Predict and address potential churn risks, implementing mitigation strategies as needed
• 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
• 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
• 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

Requirements:

• 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 digital marketing industry
• An AI-first mindset, with the ability to continuously leverage AI tools to simplify processes, streamline workflows, boost efficiency, and drive measurable business impact
• Demonstrated ability to build strong relationships and manage key customer accounts
• Proficient understanding of digital marketing services such as social media, content marketing, 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