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-assiste