Customer Success Manager, Emplifi
North America
AI-powered social media management & marketing platform
Be an early applicant
AI-powered social media management & marketing platform
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To deliver growth, increased sales, and improved loyalty.
Role
Who you are
- 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 the job involves
- 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
- 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
- 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
Our take
Companies across all sectors look to constantly improve customer experience and user journeys. It’s important with evolving technologies for companies to stay fluid using customer insight or feedback to tailor experiences and stay relevant. Emplifi is a customer engagement platform designed to support brands with insights needed to understand their customers and provides tools to better the CX journeys.
The company supports a deep understanding of the most used social media platforms through to automated AI-powered solutions to iron out bumps in the user journey. Emplifi has created a plethora of cloud products that are suitable for a multitude of clients, opening itself up to a wide client base. The company has also integrated Snapchat and deepened TikTok understanding among the already connected apps to help convert clients' social media followers into their customers.
Its impressive client roster of over 7,000 includes the likes of Delta Air Lines, Ford Motor Company, and McDonald's. Emplifi also received funding in 2022 to accelerate product innovation and growth through existing and new markets, and launched 10 new AI-powered marketing and customer care tools to accelerate its growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2014
$26m
SERIES C
Nov 2012
$6m
SERIES B
Total funding: $34m
Company HQ
Easton, Columbus, OH
Leadership
Ohad Hecht
(CEO)Prior to joining Emplifi in 2024, Ohad co-founded Prodport where he served as the CEO. He also spent 11 years at Emarsys in various roles, including COO and CEO.
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