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Emplifi Logo Emplifi · Customer Service

Customer Success Manager - UK & Nordics

United Kingdom, London · Job Posted January 05, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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

What we offer

  • International, fast paced and 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 Private Health Insurance and Pension
  • Unlimited PTO
  • Enhanced family/ parental leave
  • Modern office in the heart of Central London
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