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Customer Success Manager - APAC
Full-time
Emplifi is an Autonomous CX platform unifying social marketing, commerce, and customer care. The Customer Success Manager is a crucial ambassador for our clients, playing a central role in customer retention, renewal strategies, product adoption, and identifying expansion opportunities across a defined book of business.
What you'll do
Serve as the primary point of contact for named accounts, building strong, lasting relationships.
Oversee and manage the onboarding process for new clients, ensuring smooth and timely product adoption.
Monitor client usage and adoption, running regular check-ins and training sessions.
Develop retention strategies, manage contract renewals, and predict and address churn risks.
Recognise and present upsell and cross-sell opportunities based on evolving client needs.
Gather client feedback for product teams and use CRM and Gainsight to track health and forecasts.
What you'll bring
3-5 years of experience in customer success, account management, or a similar role, preferably in digital marketing.
An AI-first mindset, continuously leveraging AI tools to streamline workflows, boost efficiency and drive impact.
Demonstrated ability to build strong relationships and manage key accounts.
Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
Excellent verbal and written communication skills.
