Customer Success Manager - North America

About Emplifi

Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognized as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalized experiences at scale, turning every customer touchpoint into a competitive advantage.

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.

About the Role

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.

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 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

What We Offer

International and fast-paced 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

AI-first workplace, with access to leading AI tools (ChatGPT, Claude, Gemini, and more), empowering you to work smarter, innovate faster, and build AI skills for the future

Flexible working environment

Unlimited Paid Time Off

Sick Days & Community Service Days

Meetups & conferences

Benefits package including Medical, Dental, Vision & Life Coverage Options

8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well

Company paid STD and LTD

Educational Reimbursement Opportunities

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!

At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities.

Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are.

We welcome and encourage applicants with disabilities. Accommodations are available upon request at any stage of the recruitment process.