Emplifi is hiring a
Customer Success Manager

Summary

The job is for a Senior Customer Success Manager at Emplifi, a leading unified customer engagement platform. The role involves delivering the company's Ratings and Review software-as-a-service platform to customers and online shoppers, managing existing accounts, onboarding new clients, and strategizing ways to maximize value from their collected content.

Requirements

• Minimum of 5 years experience and demonstrated track record of success in customer success or support with ongoing customer relationships
• Innovative ideas to inspire customer loyalty and adoption
• Ability to form long-standing relationships with customers
• SaaS experience working with eCommerce clients
• Ability to work with both internal and external teams to deploy a SaaS integration
• Discipline to deliver timely follow-up after each client interaction
• Very strong organizational skills
• Excellent written and spoken communication skills
• A track record of working in a fast-paced, self-motivated environment
• Ability to prioritize and work across many projects simultaneously
• Positive attitude, high energy, quick learner, adaptable, multi-tasker, responds well under pressure
• Proficient in software project/product implementation
• Familiarity with RESTful APIs
• Experience with data feeds (XML, CSV, TSV) is a plus
• Can work autonomously and collaborate with a team

Responsibilities

• Retain a book of business, manage the renewal process, and identify expansion and upsell opportunities
• Work closely with stakeholders to define and fulfill outcomes
• Help conduct kick-off, scoping, and onboarding for new projects
• Maintain healthy relationships with clients post-launch (business reviews, performance monitoring, check-ins) to maximize value and adoption
• Grow and maintain relationships with key client stakeholders
• Help translate technical details for clients to understand easily
• Escalate and resolve critical issues or blockers for each integration
• Communicate high-priority customer requests to Engineering/Product teams
• Drive contract renewal process for each account
• Educate Client on Emplifi’s new features and drive adoption
• Track and maintain the Client’s record and data in Gainsight
• Track and manage billable support hours
• Train clients to use the system effectively

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
• Parental Leave Benefits
• 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