Customer Success Manager

Emplifi

Customer Success Manager focusing on client retention and onboarding at Emplifi. Collaborating with global teams while managing customer relationships and driving product adoption.

Posted 7/27/2026full-timeRemote • Ohio • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and account management, with a strong focus on building relationships, managing client onboarding, and leveraging digital marketing services. Proficient in using CRM tools to track client interactions and ensure high retention rates.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementDigital Marketing ServicesCRM ProficiencyProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementDigital MarketingOnboarding Process ManagementClient Relationship Building

Soft Skills

Communication SkillsProblem-SolvingClient AdvocacyRelationship Management

Tools & Technologies

CRMSalesforceGainsight

Industry Keywords

Digital Marketing IndustryClient RetentionService DeliveryChurn Risk Management

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

International and fast-paced 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
AI-first workplace, with access to leading AI tools (ChatGPT, Claude, Gemini, and more), empowering you to work smarter, innovate faster, and build AI skills for the future
Flexible working environment
Unlimited Paid Time Off
Sick Days & Community Service Days