Customer Success Manager (North America)

Role overview

Customer Success Manager for North America (Full remote). Own customer onboarding and ongoing success to maximize product value, drive retention, and support renewals and upsells.

Responsibilities

• Onboard new clients and help them get maximum value from Emplifi’s products
• Manage a defined book of business, including contract renewals and upsells
• Build and maintain strong, long-term customer relationships to ensure satisfaction and loyalty
• Oversee onboarding processes and monitor client usage
• Gather customer feedback and collaborate with internal teams
• Act as the customer advocate within the company
• Develop and execute retention strategies

Requirements

• 3–5+ years of experience in Customer Success or Account Management
• Proficient understanding of digital marketing services (e.g., social media, content marketing)
• Strong verbal and written communication skills
• Excellent problem-solving skills, including handling challenging client situations
• Experience with CRM and customer success tools (e.g., Salesforce, Gainsight, or similar)
• Ability to build relationships and manage key customer accounts
• AI-first mindset and ability to leverage AI tools to streamline workflows and improve efficiency
• Bachelor’s degree in Business, Marketing, Communications, or related field

Nice-to-haves

• Experience specifically within the digital marketing industry (preferred)