Director of Customer Success, Emplifi
Americas
More information about location
Customer engagement platform
Open for applications
Customer engagement platform
501-1000 employees
Open for applications
More information about location
501-1000 employees
Company mission
To help enterprise-level brands close the customer experience gap across the entire CX journey.
Role
Who you are
- 2-5 years of experience leading world-class customer success teams
- Bachelor's degree in Business, Marketing, Communications, or a related field strongly preferred
- Proficiency with CRM and customer success tools like Salesforce, Gainsight, or similar platforms
- Excellent verbal and written communication skills
- Must be fluent in Spanish
- Solid understanding of general business strategy, industry products, and services
- MarTech experience, with proven knowledge of paid media, content, and platform expertise
- Proactive, highly motivated, and capable of thriving in a fast-paced environment
- Great work ethic and competitive drive to be the best
- Experienced in owning renewal forecast and driving best in-class retention rates
What the job involves
- The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise - empowering our customers to reach better, engage, and retain modern customers - in a way that ensures maximum value is realized, relevant to their needs
- Through this, they are ultimately responsible for retaining and growing Emplifi’s existing client relationships
- We leverage the industry's largest social media data set and CX management suite
- We continue to challenge the status quo by introducing innovations and enabling our clients to adopt our technology, helping them scale their business no matter where or what industry they are in
- As the Director of Customer Success, Americas, you will lead the strategy, operations, and team of CSMs focused on driving customer value, retention, and expansion
- Your primary focus will be on our people and customers, building relationships to ensure their continued growth
- We are looking for an individual who is passionate about customer success, about solving business challenging problems and enjoys regularly exceeding client expectations
- This role reports to the VP of Customer Success, Americas
- Responsible for a team of Customer Success Manager, responsible for delivering value to Emplifi’s customer base in North America and LATAM regions
- Provide mentorship and coaching to CSMs on the management and book of business, including portfolio strategy and planning, prioritization, time management, timely attainment of goals, and compliance with Global CS KPIs and processes
- Conduct weekly 1:1s to actively monitor and support team performance, helping to uncover opportunities to mitigate risk and grow accounts, providing feedback and coaching required to support CSMs reach targets on time
- Conduct bi-annual performance reviews and support CSMs on personal development goals
- Act as the first escalation point for any queries (internal and customer) arising from the team
- Own renewal forecasting for CS Leadership
- Support CSMs with customer meetings and senior stakeholders, as required, and collaboration on retention and renewal strategies
- Use CRM and Gainsight to maintain up-to-date client records and forecast and track success measures across individual and team business books
- Drive cross-functional collaboration and communication across sales, product, and marketing to facilitate aligned customer outcomes and product adoption
- Provide regular updates to management on client health, renewal forecasts, and potential risks for both your individual book of business and that of your team
- Assist with recruiting new CSM positions as they may be approved for the Region occasionally (in connection with the Regional Client Portfolio Growth)
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 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 can be suitable for a multitude of clients, opening themselves up to a wide client base. The company has recently integrated Snapchat and deepened TikTok understanding among the already connected apps, to help convert clients' social media followers into their customers.
The impressive client roster (7,000+brands) includes the likes of Delta Air Lines, Ford Motor Company, and McDonald's. To already be working with household names like these speaks to the reputation the company has already created through its well-performing products. Emplifi 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 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
- Parental Leave Benefits
- 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 HQ
Easton, Columbus, OH
Leadership
Mark Zablan
(CEO)Previously CEO of Socialbakers, CRO of Sitecore and President - Europe, Middle East and Africa for Adobe.
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