Customer Success Manager - North America

emplifi • Columbus, OH

80d

About The Position

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, ideally within the Eastern Time Zone.

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 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.

Responsibilities

• 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.

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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees