Customer Success Manager - North America

Emplifi•Toronto, ON

9d•Hybrid

About The Position

Emplifi is seeking a Customer Success Manager for North America to serve as a crucial ambassador for clients. This role focuses on sustaining positive client relationships, 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. The Customer Success team is responsible for onboarding new clients and helping them use Emplifi's products to gain maximum value, leading to retention of existing client relationships and revenues at scale. The team leverages the largest social media data set and CX management suite in the industry, continuously challenging the status quo by introducing new innovations and enabling clients to adopt Emplifi's technology to scale their business. As part of an international team, the CSM will have the opportunity to work with colleagues globally and be supported in their career by a team of professionals dedicated to their development.

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
An AI-first mindset, with the ability to continuously leverage AI tools to simplify processes, streamline workflows, boost efficiency, and drive measurable business impact
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

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 Emplifi's 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