About this role.
Emplifi is seeking a senior commercial leader to serve as General Manager for North America, owning regional P&L and full-funnel revenue performance. The role leads enterprise new business, expansion, retention, forecasting, operational rigor, and executive engagement on strategic accounts. This leader will build and coach a high-performing sales organization while partnering closely with Customer Success, Marketing, Product, Finance, and Revenue Operations. The ideal candidate brings VP-level SaaS leadership, enterprise deal expertise, experience scaling teams through change or M&A integration, and practical fluency with AI-enabled selling. It is a remote US full-time role in a fast-moving CX technology environment.
Role DNA
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Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the General Manager - North America role at Emplifi. My background leading enterprise SaaS revenue organizations aligns with the need to deliver regional P&L performance, scale sales talent, and win complex strategic accounts.
I bring a hands-on, data-driven approach to forecasting, pipeline discipline, customer expansion, and cross-functional execution with Customer Success, Marketing, Product, and Finance. I would welcome the opportunity to help Emplifi strengthen its enterprise market position while building a high-accountability, customer-focused commercial organization.
Thank you for your consideration.
Sample interview questions
I begin with market segmentation, historical performance, customer concentration, and capacity analysis. I then define account priorities, coverage models, pipeline targets, and operating cadences that preserve global standards while addressing local buying dynamics. I review leading indicators weekly and adjust resources quickly when performance diverges from plan.
I would establish consistent stage definitions, exit criteria, CRM hygiene expectations, and manager-led deal reviews. Forecast calls would focus on evidence such as buyer commitment, mutual action plans, competitive position, and next steps rather than seller optimism. I would use conversion, coverage, aging, and slippage trends to identify coaching needs and improve predictability.
I treat new business, renewals, and expansion as connected parts of one commercial system. I set shared account plans and metrics with Customer Success for strategic customers, with clear ownership of renewal pricing, executive engagement, risk mitigation, and whitespace opportunities. This creates accountability for durable ARR growth rather than bookings alone.
I would first create clarity on the combined value proposition, customer segmentation, account ownership, and compensation mechanics. I would communicate a practical transition plan, provide focused enablement, and monitor adoption through field feedback and revenue metrics. The goal is to retain talent and customers while rapidly realizing cross-sell opportunities without disrupting core execution.
I would use AI to improve account research, call preparation, opportunity inspection, forecast-risk identification, and coaching insights while maintaining strong data governance. The technology should reduce administrative work and surface actionable patterns, not replace sales judgment. I would also ensure sellers can credibly discuss Emplifi's AI capabilities in terms of measurable customer outcomes.
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 Role
The General Manager (GM) leads Emplifi’s commercial organization within the region, regional P&L and driving full-funnel revenue outcomes across new business, expansion, and retention. Reporting to the Chief Revenue Officer, the GM translates the global go-to-market strategy into regional execution — building and scaling the sales organization, coaching the team to enterprise-caliber execution, and personally engaging on the region’s highest-priority accounts.
Working closely with Customer Success, Marketing, Product, and Finance, the GM is accountable for regional bookings, ARR growth, and Gross and Net Revenue Retention. The GM is the senior commercial leader on the ground — assessing talent, building trust with the team, and executing with precision to make Emplifi the clear market leader in the region.
What You’ll Do Here
Regional Revenue Leadership
- Own regional sales outcomes and P&L, with a dotted-line partnership to Customer Experience leadership for key account growth and retention commercial results.
- Execute the global go-to-market strategy within the region, tailoring segmentation and account prioritization to local market dynamics — with a sharp focus on the Enterprise segment.
- Own the regional revenue forecast and deliver quarterly and annual bookings, ARR, and profitability targets.
- Drive growth through:
- New logo acquisition
- Cross-sell and upsell
- Strategic account growth
- Win top-tier accounts personally and close high-profile enterprise clients directly.
Regional Operations & Sales Execution
- Build the operational infrastructure — pipeline management, forecasting discipline, CRM adoption — needed for a repeatable, predictable revenue motion.
- Assess the sales team, identify gaps, and recruit high-performing sales talent.
- Partner with global Revenue Operations on territory design, quota-setting, and compensation alignment for the region.
- Establish regional reporting cadences that drive transparency and accountability to the global revenue organization.
Strategic Customer Retention
- Partner with Customer Success leadership to align on retention, expansion, and enterprise client strategy within the region.
- Own the commercial dimension of regional Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) — expansion bookings, renewal pricing, and upsell execution.
- Personally engage with executive stakeholders at the region’s largest and most strategic customers.
- Execute and sell accurate and consistent sales processes leading to successful customer experience.
Sales Excellence
- Partner with GTM CoE and implement global go-to-market processes.
- Coach and develop the sales team through structured methodologies, clear metrics, and hands-on leadership.
- Build a coaching culture through structured leadership development — in the field and in the details, without micromanaging.
- Drive pipeline discipline, forecasting accuracy, and sales productivity within the region.
- Leverage AI and data to improve sales execution and decision-making, and apply fluency with AI tools to credibly engage enterprise buyers.
Cross-Functional Leadership
- Partner with Marketing, Product, and global leadership to sharpen Emplifi’s market position in the region.
- Contribute market insight and customer feedback to inform product development and roadmap priorities.
- Report on regional performance and contribute to corporate planning and long-range growth strategy.
Leadership & Culture
- Build, develop, and inspire a high-performing regional sales team.
- Recruit, retain, and develop top commercial talent.
- Foster a culture of accountability, customer obsession, collaboration, and continuous improvement.
What You’ll Bring to Us
- A track record of commercial growth in a SaaS environment, ideally in CX, Social, or Digital Marketing technology.
- Experience at the VP level or above leading sales and customer success teams in a high-growth company, with the ability to work cross-functionally with Customer Experience and post-sale functions.
- Proven ability to build and scale a sales organization, with clear methodologies for hiring, coaching, and performance management.
- Experience leading through M&A and business integrations, with demonstrated success integrating acquired product offerings into the broader portfolio and GTM motion, consolidating sales teams and coverage models, and leading enablement and change management to accelerate cross-sell, sales productivity, and revenue realization.
- Strong enterprise sales skills — able to run a complex deal personally and teach others to do the same.
- Fluency with AI tools and AI-driven technology, applied to their own work and to credible conversations with enterprise buyers.
- A hands-on leadership style.
- A self-starter with strong problem-solving instincts and comfort with ambiguity, able to operate at pace in a fast-moving, high-growth environment.
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
- 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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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