Customer Success Manager - DACH

Emplifis unified customer engagement platform empowers more than 20000 of the worldsleading brands to revolutionize the digital and social customer experience. Withcomprehensive and integrated social media marketing social commerce and care combinedwith unified analytics and AI Emplifi fuels growth resulting in happy customers increasedproduct 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 evergrowing 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.

Based within Germany this role will support the German and wider DACH market and our customers in those territories.

What Youll 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 checkins 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 CrossSelling:

• 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 crossselling activities.

Feedback Loop:

• Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement.
• Act as the clients advocate within the company ensuring their needs and concerns are addressed.

Reporting and Analytics:

• Use CRM and Gainsight to maintain uptodate client records track interactions and measure success metrics.
• Provide regular updates to management on client health renewal forecasts and potential risks.

What Youll Bring to Us

• Experience in customer success customer onboarding account management or a similar role preferably within the SaaS or digital marketing industry. Experience with Emplifi solutions is highly desirable.
• 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 problemsolving 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.
• Fluent level German language skills and fluent English language skills are both essential. Additional languages a benefit
• Excellent verbal and written communication skills.

What We Offer

• International fast paced and growing environment
• Chance to work with the worlds biggest brands at the CX tech leader
• Agile and openminded culture with high levels of trust and flexibility
• Opportunity for professional growth and development
• Enhanced family/ parental leave
• Possibility to learn new and cutting edge technologies in an environment that encourages new ideas
• Close collaboration across a great local team in the DACH region
• Great benefits package including generous holiday allowance
• Theres more as well! Speak with us to find out all details!

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.

Required Experience:

Manager