Digital Customer Success Associate
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 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.
About the Role
The Digital Customer Success Associate is a pivotal figure within Emplifi, dedicated to managing a larger volume of customers through a low-touch, one-to-many approach. This role focuses on ensuring positive customer relationships, driving product adoption, and identifying opportunities for expansion, heavily leveraging AI and other tools to scale impact. The Digital Customer Success Associate will oversee a diverse portfolio of clients with an emphasis on utilizing digital and AI platforms to maximize customer success.
What You’ll Do Here
Customer Relationship Management
Act as the central point of contact for customers, utilizing a low-touch, one-to-many model
Cultivate and sustain positive relationships to enhance customer satisfaction and loyalty
Align our services with customer objectives and goals efficiently
Onboarding Efficiency
Streamline and manage the onboarding process for a larger volume of clients, directing customers to self-serve enablement and one-to-many onboarding sessions to support their teams
Collaborate cross-functionally to expedite service delivery and ensure prompt onboarding where qualified escalations occur
Scalable Product Adoption
Monitor digital platform usage and adoption rates across a broad customer base
Conduct periodic check-ins and offer scalable training sessions, promoting the open enablement content and schedule, to enhance customer utilization
Ensure the appropriate AI-powered automated journeys, in-app guidance, and product adoption guides are assigned to the customer based on their needs
Renewal & Retention Strategies
Develop strategies to ensure high retention rates within a scalable, one-to-many model
Implement efficient contract renewal processes and identify potential churn risks proactively
Execute timely renewals for assigned customer base
Expansion Opportunities
Leverage platform usage data and insights shared by the customer to recognize and present scalable opportunities for clients to expand their digital service portfolio
Introduce supporting CSM and/or Sales representatives to customers to allow for potential upsell/cross-sell opportunities to be further qualified and executed upon
Agile Feedback Loop
Gather and analyze customer feedback using AI analytics tools, contributing to continuous improvement initiatives within the Global CS Programs team
Advocate for customers within the company, ensuring their evolving needs are met effectively
Data-Driven Insights
Utilize CRM, AI-assisted productivity tools, and digital customer success platforms for maintaining client records and tracking interactions
Provide regular management updates on the health of the customer base, renewal forecasts, and potential risks
What You’ll Bring to Us
Bachelor's degree in Business, Marketing, Communications, or a related field
Minimum of 2-4 years of experience in customer success, account management, or a similar role, with a preference for digital marketing industry experience
Proven ability to manage relationships efficiently in a low-touch, one-to-many model
Solid understanding of digital marketing services, including social media, content marketing, etc.
Strong problem-solving skills and the ability to address challenges systematically
Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms
Excellent verbal and written communication skills with a focus on scalable communication approaches
Strong familiarity with generative AI tools and AI-driven customer success methodologies to drive operational efficiency
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
Multisport card
Maternity and Parental Benefit
Work in an international environment in our modern offices in Karlín, with our big terrace and our own grill
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.