Customer Success Manager - APAC at Emplifi.

About the role The Customer Success Manager (CSM) at Emplifi plays a vital role in fostering and maintaining robust relationships with clients across the Asia-Pacific region. This position is centered on ensuring that clients derive maximum value from Emplifi's innovative solutions, which include social marketing, commerce, and customer care. The CSM will be instrumental in managing client onboarding processes, driving product adoption, and implementing strategies that enhance customer retention and satisfaction. This role is perfect for someone who is passionate about customer success and is eager to contribute to a dynamic team.

Key facts

Location: Sydney

Engagement: Full-time

What you'll do

- Act as the primary liaison for a designated set of clients, ensuring their needs are met and expectations exceeded.
- Cultivate and nurture long-term relationships with clients to promote loyalty and satisfaction.
- Gain a deep understanding of client objectives and align Emplifi's offerings to help them achieve their goals.
- Manage the onboarding process for new clients, ensuring they have a seamless experience and timely access to our products.
- Collaborate with various internal teams to facilitate efficient service delivery and adhere to onboarding schedules.
- Track client engagement and product usage, identifying areas for improvement and opportunities for deeper integration.
- Conduct regular check-ins with clients, providing training sessions to enhance their understanding and utilization of the platform.
- Identify potential challenges in product adoption and develop customized solutions to address these issues.
- Formulate strategies aimed at maintaining high retention rates and effectively manage the contract renewal process.
- Anticipate potential churn risks and implement proactive measures to mitigate them.
- Identify and present upselling and cross-selling opportunities to clients, based on their evolving needs and business goals.




- Work closely with the Account Sales Director to ensure a smooth transition for any upselling or cross-selling initiatives.
- Collect and relay client feedback to internal teams, advocating for client needs and contributing to ongoing product and service enhancements.

Requirements

- A minimum of 3 years of experience in customer success, account management, or a related field, preferably within a technology or SaaS environment.
- Proven track record of managing client relationships and driving customer satisfaction.
- Strong understanding of social media marketing, customer experience management, and related technologies.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Strong analytical skills to assess client needs and identify opportunities for improvement.
- Ability to work collaboratively within a team and across departments to achieve common goals.
- Proficiency in using CRM tools and other customer management software.

Nice to have

- Experience in the social media or digital marketing industry.
- Familiarity with data analytics and reporting tools.
- Knowledge of customer journey mapping and customer experience best practices.
- Previous experience in a fast‑paced, high‑growth technology company.

Skills & tools

- Strong organizational and time management skills.
- Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) and CRM software.
- Ability to adapt to changing priorities and manage multiple projects simultaneously.
- Excellent problem‑solving skills and a proactive approach to challenges.

Practical notes

- This position is based in Sydney, Australia, and requires occasional travel within the APAC region.
- The salary for this role is competitive and commensurate with experience.
- Visa sponsorship may be available for qualified candidates.
- Emplifi is committed to fostering a diverse and inclusive work environment. We encourage applications from individuals of all backgrounds and experiences.

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📌 Customer Success Manager - APAC (New South Wales)
🏢 Emplifi
📍 New South Wales