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.

JOB SUMMARY

The Customer Success Manager is a crucial ambassador for our clients within our digital marketing company. 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 a defined book of business within a designated geographic territory or named account portfolio.

KEY RESPONSIBILITIES:

Client Relationship Management:

• Serve as the primary point of contact for customers in the assigned territory or 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 sales team 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.