Customer Success Manager Job at Emplifi

Customer Success Manager

Emplifi

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Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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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. A remote role, this person can be based anywhere in North America.

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
Minimum of 3-5 years of 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 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

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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