Customer Success Manager - France & Southern Europe

About Emplifi Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognized as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalized experiences at scale, turning every customer touchpoint into a competitive advantage.About the Customer Success TeamThe 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.About the RoleThe Customer Success Manager is a crucial ambassador for our clients. 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 contract renewals and some upsells for a defined book of business.A hybrid position, this role is able to be filled in either our UK, Germany or Czechia locations.What You’ll Do HereClient Relationship Management:Serve as the primary point of contact for customers in the assigned named accountsBuild and maintain strong, lasting customer relationships to ensure satisfaction and loyaltyUnderstand customer objectives and align our services to achieve those goalsOnboarding:Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoptionCollaborate with internal teams to expedite service delivery and meet onboarding timelinesProduct Adoption:Monitor client usage and product adoption ratesConduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potentialAddress any adoption challenges with tailored solutionsRenewal and Retention:Develop strategies to ensure high retention rates and manage the contract renewal processPredict and address potential churn risks, implementing mitigation strategies as neededUpselling and Cross-Selling:Recognize and present opportunities for clients to expand their service portfolio based on their evolving needsCollaborate with the Account Sales Director to ensure smooth transitions for upselling or cross-selling activitiesFeedback Loop:Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvementAct as the client's advocate within the company, ensuring their needs and concerns are addressedReporting and Analytics:Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metricsProvide regular updates to management on client health, renewal forecasts, and potential risksWhat You’ll Bring to UsBachelor's degree in Business, Marketing, Communications, or a related fieldMinimum of 3-5 years of experience in customer success, account management, or a similar role, preferably within the digital marketing industryAn AI-first mindset, with the ability to continuously leverage AI tools to simplify processes, streamline workflows, boost efficiency, and drive measurable business impactDemonstrated ability to build strong relationships and manage key customer accountsProficient 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 graceProficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platformsExcellent verbal and written communication skillsFluent English and French language skills are essentialWhat We Offer International and fast-paced environmentChance to work with the world’s biggest brands at the CX tech leaderAgile 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 ideasAI-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 environmentUnlimited Paid Time OffSick Days & Community Service DaysMeetups & conferencesBenefits package including Private Health Insurance and PensionEnhanced family/parental leaveModern office in the heart of London's ShoreditchThere’s more as well! Speak with us to find out all the 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.We welcome and encourage applicants with disabilities. Accommodations are available upon request at any stage of the recruitment process.