Customer Success Manager - North America

• 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

• 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 Customer Care Industry
• Demonstrated ability to build strong relationships and manage key customer accounts
• Proficient understanding of Customer Service tools like Case Management, Knowledge Management 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

Call Center experience and understanding is beneficial

• 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