Customer Success Manager - LATAM (Mexico City)

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 Mexico 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.

 

Qualifications:

• 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.
• Must be fluent in English and Spanish (reading, writing and speaking).
• 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!