Digital Customer Success Associate

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!