Customer Success Manager

November 25

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Emplifi

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SaaS • Marketing • B2B

Emplifi is a leading provider of a unified and scalable social media management platform trusted by over 20,000 global brands. It offers solutions for social marketing, commerce, customer care, and service management, helping brands streamline operations and enhance customer engagement. Recognized as a market innovator, Emplifi empowers businesses across various industries, including consumer goods, retail, eCommerce, media, travel, hospitality, and sports, to connect with customers, increase revenue, and foster loyalty. Their platform leverages AI to provide strategic insights and facilitate seamless digital customer experiences.

501 - 1000 employees

☁️ SaaS

🤝 B2B

💰 Private Equity Round on 2022-03

📋 Description

• 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. • 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

• 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 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 • There’s more as well! Speak with us to find out all the details!