Customer Success Manager
vor 4 Wochen
Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital- and social-first strategies. More than 20,000 brands like McDonald’s, Ford Motor Company, and Delta Air Lines rely on Emplifi to enable connected, empathetic experiences for the modern consumer across marketing, commerce, and care. Headquartered in New York, Emplifi is a partner to the major social media networks and digital platforms, including Google, Meta, LinkedIn, TikTok, and Snapchat. For more information, visit www.emplifi.io .
About the Customer Success Team
The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers, that allows them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise - empowering our customers to better reach, engage, and retain modern customers - in a way that ensures maximum value is realized, relevant to their needs. Through this, they are ultimately responsible for the retention and growth of Emplifi’s existing client relationships. 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 Customer Success Manager is a crucial ambassador for our clients within our digital marketing company. With a core focus on sustaining positive client relationships, the CSM plays a central role in customer retention, renewal strategies, product adoption, and identifying expansion opportunities. The CSM will manage a defined book of business within a designated geographic territory or named account portfolio.
What You’ll Do Here
Key Responsibilities:
Client Relationship Management:
- Serve as the primary point of contact for customers in the assigned territory or 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.
Onboarding:
- 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.
Product Adoption:
- 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.
Renewal and Retention:
- Develop strategies to ensure high retention rates and manage the contract renewal process.
- Predict and address potential churn risks, implementing mitigation strategies as needed
Upselling and Cross-Selling:
- Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs.
- Collaborate with the sales team to ensure smooth transitions for upselling or cross-selling activities.
Feedback Loop:
- 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.
Reporting and Analytics:
- 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.
What You’ll Bring to Us
- Experience in Customer Success, Account Management, or a similar role, preferably within the digital marketing SaaS industry.
- 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.
What We Offer
- International, fast paced and rapidly growing 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
- Flexible Working Hours
- Unlimited PTO
- Referral Bonus Program
- Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy
- There’s more as well Speak with us to find out all the details
-
Customer Success Manager
vor 1 Monat
Sydney, Österreich hatch.team VollzeitThis is a Customer Success Manager role with Instant based in Sydney, Australia Instant --Role Seniority - A role for someone with some basic skills, good motivation and ability to learn. Typically less than 2 years of experience is required.More About The Customer Success Manager Role At InstantInstant is looking for a highly collaborative and...
-
Customer Success Manager
vor 4 Wochen
Sydney, Österreich hatch.team VollzeitThis is a Customer Success Manager role with Instant based in Sydney, Australia Instant --Role Seniority - A role for someone with some basic skills, good motivation and ability to learn. Typically less than 2 years of experience is required.More About The Customer Success Manager Role At InstantInstant is looking for a highly collaborative and...
-
Sydney, Österreich eFinancialCareers Ltd. VollzeitSenior Customer Success Manager/Customer Success Director Senior Customer Success Manager/Customer Success Director SS&C Technologies Sydney, Australia Senior Customer Success Manager/Customer Success Director SS&C Technologies Sydney, Australia Posted 4 days ago Permanent Competitive Senior Customer Success Manager/Customer Success...
-
Customer Success Manager
vor 3 Wochen
Sydney, Österreich Standards Australia VollzeitBuild customer-centric capability and performance within your direct team and also advocate for customer excellence across the business. 07th June, 2024 Who are we?Standards Australia (SA) is the peak standards development organisation in Australia, and we are now 101 years old! We are going through a massive transformational growth stage. In the last few...
-
Customer Success Manager
vor 2 Monaten
Sydney, Österreich Noggin Pty VollzeitWhy become a Customer Success Manager at Noggin? Customer Success is not just another area of our business – it underpins everything we do. Here at Noggin, we provide solutions to businesses and communities that solve complex real-world problems, and each day is never the same. As a Customer Success Manager, you will work with various clients across a...
-
Customer Success Manager
vor 4 Wochen
Sydney, Österreich Noggin Pty VollzeitWhy become a Customer Success Manager at Noggin? Customer Success is not just another area of our business – it underpins everything we do. Here at Noggin, we provide solutions to businesses and communities that solve complex real-world problems, and each day is never the same. As a Customer Success Manager, you will work with various clients across a...
-
Manager, Customer Success
vor 4 Wochen
Sydney, Österreich Basware VollzeitJoin our team at Basware and lead the charge in driving customer success! As the Manager, Customer Success , you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in value...
-
Manager, Customer Success
vor 4 Wochen
Sydney, Österreich Basware VollzeitJoin our team at Basware and lead the charge in driving customer success! As the Manager, Customer Success , you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in value...
-
Manager - Customer Success
vor 4 Wochen
Sydney, Österreich Lloyd Connect VollzeitLead and mentor Customer Success team of 6 with significant market potential.Previous Customer Success Mgmt. exp in B2B preferred. Drive growth & market presence.Hybrid ongoing role - 2 days WFH / 3 days in their new Sydney CBD office! Lead and mentor Customer Success team of 6 with significant market potential.Previous Customer Success Mgmt. exp in B2B...
-
Manager, Customer Success
vor 1 Monat
Sydney, Österreich CloudFlare VollzeitLocation: Sydney, Australia This is for a full time role in Cloudflare About the Department Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers adopt Cloudflare and create great Internet-enabled experiences. The sales team at Cloudflare...
-
Manager, Customer Success
vor 4 Wochen
Sydney, Österreich SevenRooms VollzeitThe Team & Role SevenRooms is hiring for a Manager, Customer Success to lead our team of Customer Success Managers in APAC. In this role, you will be responsible for guiding, mentoring, and hiring members of the CSM team, while also providing our clients with a fantastic experience on our platform. You will lead strategic initiatives aimed at maximizing...
-
Manager, Customer Success
vor 4 Wochen
Sydney, Österreich SevenRooms VollzeitThe Team & Role SevenRooms is hiring for a Manager, Customer Success to lead our team of Customer Success Managers in APAC. In this role, you will be responsible for guiding, mentoring, and hiring members of the CSM team, while also providing our clients with a fantastic experience on our platform. You will lead strategic initiatives aimed at maximizing...
-
Customer Success Manager
vor 1 Woche
Sydney, Österreich LearnUpon VollzeitLearnUpon is looking for a Customer Success Manager to join our team in Sydney. LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution. With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney,...
-
Customer Success Manager
vor 3 Wochen
Sydney, Österreich Contentful VollzeitAbout the opportunity As a Senior Customer Success Manager in the Asia-Pacific region, you will work directly with Contentful customers to ensure they maximize value from our platform and deliver a stellar customer experience as their trusted advisor. You will partner closely with our Sales, Product Partner Organization, and Professional Services teams. You...
-
Customer Success Manager
vor 4 Wochen
Sydney, Österreich Medium VollzeitWalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their...
-
Customer Success Manager
vor 4 Wochen
Sydney, Österreich Medium VollzeitWalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their...
-
Customer Success Manager
vor 2 Wochen
Sydney, Österreich Objective Corporation VollzeitAbout Objective:AtObjective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer ofSaaS solutions for the government.Our role:The Customer Success Manager (CSM) is a subject matter expert in...
-
Manager, Customer Success
vor 1 Monat
Sydney, Österreich Basware Corporation VollzeitApplications are considered on a rolling basisJoin our team at Basware and lead the charge in driving customer success!As the Manager, Customer Success , you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people...
-
Manager, Customer Success
vor 4 Wochen
Sydney, Österreich Basware Corporation VollzeitApplications are considered on a rolling basisJoin our team at Basware and lead the charge in driving customer success!As the Manager, Customer Success , you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people...
-
Customer Success Manager
vor 2 Wochen
Sydney, Österreich Objective Corporation VollzeitAccount & Relationship Management (Sales) At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer ofSaaS solutions for the government.Our role:The Customer Success Manager (CSM) is a...
