Emplifi

Customer Success Manager

• 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