Customer Success

Customer Success Manager - LATAM (Brazil)


About Emplifi:

Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital- and social-first strategies. More than 20,000 brands like McDonald’s, Ford Motor Company, and Delta Air Lines rely on Emplifi to connect to consumers across marketing, commerce, and care.


Position Overview:

The Customer Success Manager is a crucial ambassador for our clients within our digital marketing company. 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 a defined book of business within Brazil Territory, covering Tier 1 and Tier 2 type of clients.


Key Responsibilities:

1. Client Relationship Management:

    • Serve as the primary point of contact for customers in the assigned territory or 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.

2. 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.

3. 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.

4. 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.

5. Upselling and Cross-Selling:

    • Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs.
    • Collaborate with the sales team to ensure smooth transitions for upselling or cross-selling activities.

6. 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.

7. 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.



  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • Minimum of 5 years of experience in customer success, account management, or a similar role, preferably within the digital marketing industry.
  • Demonstrated ability to build strong relationships and manage key customer accounts.
  • Demonstrated ability to build long term account plans and stick to them.
  • Growth Mindset
  • 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.


What We Offer:

  • International, fast paced and rapidly 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
  • Opportunity to use English on a daily basis
  • There’s more as well! Speak with us to find out all details!

Customer Success Manager - LATAM (Brazil)
Customer Success
Sao Paulo
Employment Type:
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