Customer Success Manager

Summary

Join Emplifi's Customer Success team as a Customer Success Manager and be a crucial ambassador for our clients. This remote role, based anywhere in North America (ideally within the Eastern Time Zone), focuses on sustaining positive client relationships, driving customer retention and renewal strategies, ensuring product adoption, and identifying expansion opportunities. You will manage contract renewals and some upsells for a defined book of business. The role involves collaborating with internal teams, monitoring client usage, conducting training sessions, and addressing adoption challenges. You will also develop retention strategies, predict and mitigate churn risks, and identify upselling/cross-selling opportunities. Finally, you will gather client feedback and provide regular updates to management.

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

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

Preferred Qualifications

Call Center experience and understanding is beneficial

Benefits

• 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