Emplifi is the Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. The Customer Success Manager will sustain positive client relationships, drive renewals, ensure product adoption, and identify expansion opportunities within a defined book of business. This is a remote-friendly role based in Columbus, Ohio, United States, with collaboration across North America.

What You’ll Do: - Serve as the primary point of contact for customers in the assigned named accounts; build and maintain strong relationships to ensure satisfaction and loyalty. - Oversee onboarding for new clients, ensuring a smooth and timely product adoption; coordinate with internal teams to meet onboarding timelines. - Monitor client usage and product adoption; conduct regular check-ins and provide training to maximize platform value; address adoption challenges with tailored solutions. - Develop renewal strategies to ensure high retention; manage contract renewals and mitigate churn risks. - Identify upsell and cross-sell opportunities; collaborate with the Account Sales Director to facilitate transitions where appropriate. - Gather client feedback and relay it to product and service delivery teams; advocate for client needs internally. - Use CRM and Gainsight to maintain up-to-date client records, track interactions, and report on health and forecast metrics; provide regular updates to management.

Emplifi is the Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. The Customer Success Manager will sustain positive client relationships, drive renewals, ensure product adoption, and identify expansion opportunities within a defined book of business. This is a remote-friendly role based in Columbus, Ohio, United States, with collaboration across North America.

What You’ll Do: - Serve as the primary point of contact for customers in the assigned named accounts; build and maintain strong relationships to ensure satisfaction and loyalty. - Oversee onboarding for new clients, ensuring a smooth and timely product adoption; coordinate with internal teams to meet onboarding timelines. - Monitor client usage and product adoption; conduct regular check-ins and provide training to maximize platform value; address adoption challenges with tailored solutions. - Develop renewal strategies to ensure high retention; manage contract renewals and mitigate churn risks. - Identify upsell and cross-sell opportunities; collaborate with the Account Sales Director to facilitate transitions where appropriate. - Gather client feedback and relay it to product and service delivery teams; advocate for client needs internally. - Use CRM and Gainsight to maintain up-to-date client records, track interactions, and report on health and forecast metrics; provide regular updates to management.