Customer Success Manager - North America

About Emplifi

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

As a Customer Success Manager, you’re obsessed with delivering top tier customer success and pride yourself on being an ambassador for our clients. You relentlessly focus on exceeding customer expectations. You have a constant pulse on your customers and effectively minimize churn. You are goal-oriented and can think at a high level about the important initiatives your customer requires to achieve important business outcomes. You are an awesome collaborator and enjoy working with others.

The candidate must be located remotely within western North America.

What You’ll Do Here:

• Own the entire customer lifecycle from onboarding to renewal 
• Oversee and manage the onboarding process for new clients, ensuring smooth and timely product adoption
• Obsessively understand, document, track, and revise customer objectives and align our services to achieve those goals 
• Be curious. Ask thoughtful questions and seek to understand the unique needs of each customer
• Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty
• Create, execute, and evolve Success Plans and ensure customers are continuously working toward key milestones
• Monitor client usage and product adoption rates; address adoption challenges with tailored solutions.
• Consult on industry and product best practices and lead Executive Business Reviews
• Develop multi-level relationships throughout customer organizations
• Proactively identify and communicate churn risk and provide a strategy to prevent/reduce churn
• Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs
• Collaborate with the sales team to ensure smooth transition 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

About the Ideal Candidate:

• Passionate about digital marketing & social media, innovation, and customer experience
• Proactive and self-motivated
• Able to demonstrate empathy to develop a strong rapport with customers and partners
• Able to document and navigate complex multi-layered organizational structures
• An excellent communicator. Able to recognize different customer motivations and needs, and communicate effectively across multiple stakeholders
• Able to multi-task and context-switch
• Out of the box thinker with previous experience taking a concept from ideation through validation and execution.
• Comfortable with ambiguity, uncertainty, and autonomy
• Able to come up with creative and innovative solutions to problems

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 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

What We Offer:

• International, fast paced and 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
• 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well
• 12 paid Holidays
• 2 Paid Community Service Days
• Company paid STD and LTD
• 401K
• 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
• There’s more as well! Speak with us to find out all the details!