[All remote jobs](https://jobicy.com/jobs.md)Open role[![Emplifi logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/ee4ebc37-221.png)](https://jobicy.com/company/emplifi.md)Remote opportunity at[Emplifi](https://jobicy.com/company/emplifi.md) # Customer Success Manager – North America Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/emplifi.md)Share6 Aug 2026Published35Listing views2Application actions6 Sep 2026Apply before Opportunity details ## About this role. AI SummaryEmplifi is seeking a Customer Success Manager to serve as a trusted advisor for enterprise clients, focusing on onboarding, product adoption, renewals, and expansion opportunities. The role involves managing a book of business, building strong relationships, and ensuring clients achieve maximum value from Emplifi's autonomous CX platform. The ideal candidate has 3-5 years of experience in customer success or account management, ideally within digital marketing, and an AI-first mindset. This position is part of an international team and offers opportunities for professional growth and development. The CSM will collaborate closely with internal teams to drive retention, mitigate churn, and support upsell initiatives. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role balances relationship management, onboarding, renewals, and upsells, requiring strong product knowledge and strategic account planning. While not highly technical, it demands a versatile skill set and the ability to handle multiple priorities simultaneously. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$90,000US market range$65k–$130k0$143k AI insightThe position does not list a specific salary, so an estimate is based on US market data for Customer Success Managers in enterprise SaaS. The typical range is $65,000-$130,000, with a median around $90,000. Emplifi likely offers competitive compensation, plus benefits, bonuses, and opportunities for career advancement. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success](https://jobicy.com/jobs?search_keywords=Customer%20Success.md)[Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[Client Onboarding](https://jobicy.com/jobs?search_keywords=Client%20Onboarding.md)[Product Adoption](https://jobicy.com/jobs?search_keywords=Product%20Adoption.md)[Renewals & Retention](https://jobicy.com/jobs?search_keywords=Renewals%20%20Retention.md)[Upselling](https://jobicy.com/jobs?search_keywords=Upselling.md)[CRM](https://jobicy.com/jobs?search_keywords=CRM.md)[Gainsight](https://jobicy.com/jobs?search_keywords=Gainsight.md)[Digital Marketing](https://jobicy.com/jobs?search_keywords=Digital%20Marketing.md)[AI Tools](https://jobicy.com/jobs?search_keywords=AI%20Tools.md) Cover letter sampleDear Hiring Manager, I am excited to apply for the Customer Success Manager position at Emplifi. With over 5 years of experience in customer success and account management within the digital marketing industry, I have developed a strong ability to build lasting client relationships, drive product adoption, and secure renewals. I am particularly drawn to Emplifi's AI-powered CX platform and would love to help your clients unlock its full potential. In my previous role, I managed a portfolio of enterprise accounts, achieving a 95% retention rate while identifying upsell opportunities that increased revenue by 20%. I am passionate about using data and AI tools to streamline workflows and deliver measurable business impact. I also have hands-on experience with CRM systems and Gainsight, so I can quickly adapt to your tech stack. I am eager to bring my proactive, customer-first approach to your team and contribute to your mission of turning every touchpoint into a competitive advantage. Thank you for your consideration. Sincerely, [Your Name] Copy Sample interview questionsCan you describe a time when you identified an at-risk customer and successfully mitigated churn? What steps did you take?I once had a customer whose usage dropped significantly after a leadership change. I proactively scheduled a health check, identified that the new VP was unaware of key features, and created a personalized training plan. Over the next quarter, usage increased by 40%, and the customer renewed for two more years. How would you approach a customer who is not adopting the platform after onboarding? I would first analyze their usage data to identify gaps, then conduct a discovery session to understand their goals and blockers. I would tailor a success plan with specific milestones, provide additional training for their team, and offer quick-win strategies to demonstrate value. Regular check-ins would help track progress and adjust as needed. Describe your experience using CRM and Gainsight to manage customer health and renewal forecasts. At my last job, I used Gainsight to track product usage, customer health scores, and renewal risk flags. I kept detailed notes in Salesforce, updated pipeline stages weekly, and reported on forecast accuracy to leadership. This allowed me to proactively address issues and achieve a 90% renewal rate. How do you balance the need to grow revenue through upsells while maintaining a strong trust-based relationship with the customer? I focus on the customer's business objectives first. When I see an opportunity, I frame it as a solution to their challenge rather than a sales pitch. I collaborate with the Account Director to ensure the offer is timed correctly and aligned with the customer's roadmap. This approach has helped me increase expansion revenue while preserving high satisfaction scores. Emplifi emphasizes an AI-first mindset. How have you used AI tools to improve your customer success workflows? I have used AI-powered sentiment analysis to gauge customer tone in communications and identify early churn signals. I also automate meeting summaries and follow-up emails with tools like ChatGPT and Gong, freeing up time for strategic account planning. This efficiency allowed me to manage 20% more accounts without compromising quality. ## About Emplifi [Emplifi](http://emplifi.io/) is the only[Autonomous CX platform](https://emplifi.io/platform-overview/) 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 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. ## About the Role The 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. ## ## What You’ll Do Here Client Relationship Management: * Serve as the primary point of contact for customers in the assigned 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 Account Sales Director 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 * Bachelor’s degree in Business, Marketing, Communications, or a related field * Minimum of 3-5 years of experience in customer success, account management, or a similar role, preferably within the digital marketing industry * An AI-first mindset, with the ability to continuously leverage AI tools to simplify processes, streamline workflows, boost efficiency, and drive measurable business impact * 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 and fast-paced 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 * AI-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 environment * Unlimited Paid Time Off * Sick Days & Community Service Days * Meetups & conferences * Benefits package including Medical, Dental, Vision & Life Coverage Options * 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well * Company paid STD and LTD * 401K * Educational Reimbursement Opportunities * Access to an Employee Assistance Program (EAP) * 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! 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. Show more [Apply now >](https://jobicy.com/jobs/150282-customer-success-manager-north-america.md) > Annual salary information is not provided for this position. 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