Digital Customer Success Associate

Emplifi's unified social media management platform empowers more than 20,000 of the world's leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.

About the Customer Success Team
The Customer Success team is responsible for onboarding new clients and helping them use our products, so they get maximum value - leading to retention of existing client relationships and revenues at scale. We leverage the largest social media data set and CX management suite in the industry. We continue to challenge the status quo by introducing new innovations and enabling our clients to adopt our technology, helping them to scale their business no matter where they are or what industry they are in.

As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development, so that you can grow as a professional and a social media expert advisor.

Job Summary
The Digital Customer Success Associate is a pivotal figure within Emplifi, dedicated to managing a larger volume of customers through a low-touch, one-to-many approach. This role focuses on ensuring positive customer relationships, driving product adoption, and identifying opportunities for expansion. The Digital Customer Success Associate will oversee a diverse portfolio of clients with an emphasis on leveraging digital platforms to maximize customer success.

What You'll Do Here
Customer Relationship Management

• Act as the central point of contact for customers, utilizing a low-touch, one-to-many model.
• Cultivate and sustain positive relationships to enhance customer satisfaction and loyalty.
• Align our services with customer objectives and goals efficiently.

Onboarding Efficiency

• Streamline and manage the onboarding process for a larger volume of clients, directing customers to self-serve enablement and one-to-many onboarding sessions to support their teams.
• Collaborate cross-functionally to expedite service delivery and ensure prompt onboarding where qualified escalations occur.
• Deliver 1:many webinars and/or 1:1 product sessions focused on improving adoption and satisfaction of top-customers in your portfolio.

Scalable Product Adoption

• Monitor digital platform usage and adoption rates across a broad customer base.
• Conduct periodic check-ins and offer scalable training sessions, promoting the open enablement content and schedule, to enhance customer utilization.
• Ensure the appropriate automated journeys and product adoption guides are assigned to the customer based on their needs.

Renewal & Retention Strategies

• Develop strategies to ensure high retention rates within a scalable, one-to-many model.
• Understand your own portfolio and develop a customer engagement plan to prioritize top-accounts.
• Implement efficient contract renewal processes and identify potential churn risks proactively.
• Execute timely renewals for assigned customer base.

Expansion Opportunities

• Leverage Gainsight data and insights shared by the customer to recognize and present scalable opportunities for clients to expand their digital service portfolio.
• Introduce supporting CSM and/or Sales representatives to customers to allow for potential upsell/cross-sell opportunities to be further qualified and executed upon.

Agile Feedback Loop

• Gather and analyze customer feedback, contributing to continuous improvement initiatives within the Global CS Programs team.
• Advocate for customers within the company, ensuring their evolving needs are met effectively.

Data-Driven Insights

• Utilize CRM and digital customer success tools for maintaining client records and tracking interactions.
• Provide regular management updates on the health of the customer base, renewal forecasts, and potential risks.

What You'll Bring to Us

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 2-4 years of experience in customer success, account management, or a similar role, with a preference for digital marketing industry experience.
• Fluent English essential, French, Spanish and/or Portuguese languages advantageous
• Proven ability to manage relationships efficiently in a low-touch, one-to-many model.
• Solid understanding of digital marketing services, including social media, content marketing, etc.
• Strong problem-solving skills and the ability to address challenges systematically.
• Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
• Excellent verbal and written communication skills with a focus on scalable communication approaches.

What We Offer

• International, fast paced and growing environment
• Chance to work with the world's biggest brands at the CX tech leader
• Agile and open-minded culture with a high level of flexibility
• Opportunity for professional growth and development
• Unlimited PTO
• Enhanced family/ parental leave
• Flexible working hours
• A corporate group insurance coverage (after 3 months)
• Sick days
• Community days (2 days per year)
• Access to an Employee Assistance Program (EAP)
• There's more as well Speak with us to find out all details

We welcome and encourage applicants with disabilities. Accommodations are available upon request at any stage of the recruitment process.
At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities.
Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are.