Customer Success Manager - France & Southern Europe
EmplifiLondon, England, United Kingdom · Posted 1 month agoDescription
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 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.
A hybrid position, this role is able to be filled in either our UK or Germany locations.
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
- Fluent English and French language skills are essential
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 Private Health Insurance and Pension
- Enhanced family/parental leave
- Modern office in the heart of London's Shoreditch
- 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.
Similar jobs
Est. 60,000 GBP
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…
Est. 60,000 GBP
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…
Est. 250,000 USD
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…
Est. 80,000 EUR
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…
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…
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…
Est. 80,000 GBP
About Customer.io Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communic…
Est. 60,000 GBP
About the Opportunity As a Customer Success Manager, Growth (f/m/d); you will work directly with our EMEA customers to ensure they maximize value from our platform and deliver a stellar experience by driving customer pro…
Est. 80,000 GBP
About impact.com impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer jou…
Est. 55,000 GBP
About impact.com impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer jou…
Est. 55,000 GBP
We are looking for a French speaking Customer Success Manager to help us build our SaaS-based anti-money laundering solutions, which empower organisations to fight financial crime! We are building cutting-edge solutions…
Est. 95,000 USD
What is Amplemarket all about? Amplemarket's premise is that a lot of the playbooks used by B2B sales teams that worked 5 years ago don't cut it anymore. In today's environment, sales teams need to have a tremendous amou…
Est. 80,000 EUR
What is Amplemarket all about? Amplemarket's premise is that a lot of the playbooks used by B2B sales teams that worked 5 years ago don't cut it anymore. In today's environment, sales teams need to have a tremendous amou…
About Payoneer Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy.…
Est. 80,000 GBP
At Optimove, we believe people are capable of more than a single job description. You’re not hired just to fill a position- you’re empowered to shape it, grow it, and make it your own.We call this being Positionless.And…
Est. 60,000 EUR
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and wh…
Est. 55,000 EUR
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and wh…
Est. 60,000 GBP
Are you a passionate Customer Success Manager with a desire to be at the forefront of the ever-evolving Digital Marketing industry? Do you take pride in driving retention and growth among valued customers by understandin…
Est. 80,000 GBP
About commercetools Real innovation starts with a strong foundation, and at commercetools, that comes from the perfect balance of our product and our people. Behind every leap forward is a collective of builders, explore…
At Optimove, we believe people are capable of more than a single job description. You’re not hired just to fill a position- you’re empowered to shape it, grow it, and make it your own.We call this being Positionless.And…
Est. 72,250 USD
EMARKETER is a subsidiary of Axel Springer SE, a family-owned transatlantic media company headquartered in Berlin and New York. Axel Springer's guiding principles – first articulated as The Essentials by founder Axel Spr…
Est. 60,000 EUR
About Remote People At Remote People, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere co…
At Optimove, we believe people are capable of more than a single job description. You’re not hired just to fill a position- you’re empowered to shape it, grow it, and make it your own.We call this being Positionless.And…
Est. 101,500 USD
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and wh…
About impact.com impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer jou…
Est. 60,000 EUR
Who we are Typeform is a refreshingly different form builder. We help over 150,000 businesses collect the data they need with forms, surveys, and quizzes that people enjoy. Designed to look striking and feel effortless t…
Est. 65,000 EUR
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and wh…
Est. 550,000 DKK
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and wh…
Est. 60,000 GBP
About us Private Equity Insights is the world's leading Private Equity community. We connect and develop more than 240,000 investment professionals across the world, through our platforms, which include conferences, webi…
Est. 60,000 EUR
Work Mode: Hybrid 3+ days per week in our Dublin office Department: Customer Success About the Company LearnUpon partners with over 1,600 organisations globally to unlock the potential of employees, customers & membe…