Client Success Manager - Relationship, Sales Retention

About Emplicit

Emplicit is a results-driven ecommerce agency that combines omnichannel marketing with marketplace management. We partner with consumer brands to grow sales across Amazon (US, CA, UK, EU) and marketplaces such as Tik Tok Shop, Walmart, and Target. We build strategy, run media, optimize catalogs and content, and deploy advanced reporting and automation to drive measurable ecommerce outcomes.

We're not looking for a relationship babysitter. We're looking for a commercially-minded strategist who understands the Amazon ecosystem, thinks like a Business Director, and isn't afraid to challenge a client's C-suite when the strategy needs to change.

You'll own a portfolio of 18–25 brands — the majority selling on Amazon, with some on Walmart and Tik Tok Shop. Your job is to retain them, grow them, and turn them into Emplicit advocates. You will be backed by a dedicated, cross-functional pod of Marketing Managers and Coordinators to ensure you can stay focused on high-level strategy, not day-to-day data entry.

That means real relationships. C-suite trust. Proactive conversations before problems surface. Upsells that feel like advice, not a pitch. And the commercial instincts to know when to push and when to listen. AI gives you an edge — but the calls, the trust, and the revenue are yours to win.

Reports to the Director of Client Success & Partnerships.

Remote - US Time Zones

• Own a portfolio of 18–25 high-growth Amazon, Walmart, and Tik Tok Shop brands—retaining them, scaling them, and turning them into brand advocates.
• Build genuine C-suite relationships across every account—the kind of trust that makes clients call you first.
• Multi-thread across 3–5 stakeholders per client — Champion, Decision Maker, Influencer.
• Proactively identify and address churn risk before it becomes a conversation you didn't see coming.
• Convert satisfied clients into public advocates — targeting one case study, testimonial, or referral per key account annually.

• Identify and close upsell opportunities across your full portfolio—upsells that feel like advice, not a pitch.
• Build Scopes of Work (SOWs) and business cases for service expansions.
• Shift client perception from "cost" to "investment" through data-backed ROI storytelling.
• Own P&L and revenue forecasting for your accounts.
• Lead onboarding for 2+ new brands per month, from handoff through go-live.

• Run forward-looking QBRs that drive strategy, not just recap performance.
• Challenge client assumptions with a Challenger mindset—prescribe strategic pivots even when it's a hard conversation.
• Direct Marketing Managers and Project Coordinators toward unified client goals—you set the mission, they execute the tactics.
• Orchestrate the onboarding journey for incoming brands, partnering closely with Project Coordinators to build a flawless operational foundation and establish immediate authority with the client.
• Serve as the ultimate Pod Leader for the cross-functional team assigned to your accounts. You don't just run weekly meetings and monthly reviews; you own the pod's cultural and operational alignment, actively surfacing team-identified upsell leads and transforming them into a healthy pipeline.
• Partner with our ops team to help shape the AI and automation tools that make this role scalable—from churn-risk flagging to proposal workflows.

• Stakeholder roadmaps and Joint Success Plans underway for your full portfolio.
• 2+ new brands onboarded per month.
• First upsell opportunities identified and in active proposal stage.
• Genuine relationships established with C-suite contacts at every account.

• 95%+ client satisfaction across your portfolio.
• 5+ upsell opportunities presented monthly; 2–3 closed per month.
• 2–3 new SOWs completed per month.
• Active multi-threaded relationships across 100% of accounts.
• One public case study, testimonial, or referral per key account annually.

• You possess high emotional intelligence and excel at turning tense client situations into wins. You don't just manage accounts; you build…