Director, Customer Success
Job Description
About the Role
Title: Director, Customer Success – Americas (Remote)
Location: North America
Department:
Customer Success
Employment Type:
Full-time
Job Description:
About Emplifi
Emplifi’s unified customer engagement platform empowers more than 20,000 of the world’s leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.
About the Customer Success Team
The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise – empowering our customers to reach better, 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 retaining and growing Emplifi’s existing client relationships. We leverage the industry’s largest social media data set and CX management suite. We continue to challenge the status quo by introducing innovations and enabling our clients to adopt our technology, helping them scale their business no matter where or what industry they are in.
Position Overview:
As the Director of Customer Success, Americas, you will lead the strategy, operations, and team of CSMs focused on driving customer value, retention, and expansion. Your primary focus will be on our people and customers, building relationships to ensure their continued growth. We are looking for an individual who is passionate about customer success, about solving business challenging problems and enjoys regularly exceeding client expectations. This role reports to the VP of Customer Success, Americas.
The candidate must be based remotely within North America, and fluency in Spanish is required for this role.
Key Responsibilities
Responsible for a team of Customer Success Manager, responsible for delivering value to Emplifi’s customer base in North America and LATAM regions
Provide mentorship and coaching to CSMs on the management and book of business, including portfolio strategy and planning, prioritization, time management, timely attainment of goals, and compliance with Global CS KPIs and processes
Conduct weekly 1:1s to actively monitor and support team performance, helping to uncover opportunities to mitigate risk and grow accounts, providing feedback and coaching required to support CSMs reach targets on time
Conduct bi-annual performance reviews and support CSMs on personal development goals
Act as the first escalation point for any queries (internal and customer) arising from the team
Support CSMs with customer meetings and senior stakeholders, as required, and collaboration on retention and renewal strategies
Drive cross-functional collaboration and communication across sales, product, and marketing to facilitate aligned customer outcomes and product adoption
Operational Responsibilities
Own renewal forecasting for CS Leadership
Use CRM and Gainsight to maintain up-to-date client records and forecast and track success measures across individual and team business books
Provide regular updates to management on client health, renewal forecasts, and potential risks for both your individual book of business and that of your team
Assist with recruiting new CSM positions as they may be approved for the Region occasionally (in connection with the Regional Client Portfolio Growth)
Qualifications
2-5 years of experience leading world-class customer success teams
Bachelor’s degree in Business, Marketing, Communications, or a related field strongly preferred
Proficiency with CRM and customer success tools like Salesforce, Gainsight, or similar platforms
Excellent verbal and written communication skills
Must be fluent in Spanish
Solid understanding of general business strategy, industry products, and services
MarTech experience, with proven knowledge of paid media, content, and platform expertise
Proactive, highly motivated, and capable of thriving in a fast-paced environment
Great work ethic and competitive drive to be the best
Experienced in owning renewal forecast and driving best in-class retention rates
What We Offer
International, fast paced and 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
Benefits package including Medical, Dental, Vision & Life Coverage Options
Flexible Working Hours
Unlimited PTO
8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well
12 paid Holidays
2 Paid Community Service Days
Company paid STD and LTD
401K
Educational Reimbursement Opportunities
Referral Bonus Program
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!
