Emplifi · 1 month ago
Customer Success Manager - North America
United States
Full-time
Remote
Mid, Senior Level
3+ years expEmplifi is a leading provider of a unified social media management platform that empowers brands to enhance their digital and social customer experience. The Customer Success Manager will play a vital role in maintaining positive client relationships, overseeing onboarding, and ensuring product adoption while managing contract renewals and upselling opportunities.
CRME-CommerceSocial Media MarketingSocial ShoppingSoftware
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
Qualification
Required
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
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
Benefits
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 available as well
Educational Reimbursement Opportunities
Referral Bonus Program
Access to an Employee Assistance Program (EAP)
Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy
Company
Emplifi
Emplifi provides brands with insights needed to empathize with customers and amplify the right experiences.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Sixth StreetAudax Private Equity
2022-03-10Private Equity
2021-06-01Private Equity
Leadership Team
Ohad Hecht
Chief Executive Officer
Todd McCaslin
Chief Technology Officer
Recent News
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