General Manager - North America

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 Role

The General Manager (GM) leads Emplifi's commercial organization within the region, regional P&L and driving full-funnel revenue outcomes across new business, expansion, and retention. Reporting to the Chief Revenue Officer, the GM translates the global go-to-market strategy into regional execution — building and scaling the sales organization, coaching the team to enterprise-caliber execution, and personally engaging on the region’s highest-priority accounts.

Working closely with Customer Success, Marketing, Product, and Finance, the GM is accountable for regional bookings, ARR growth, and Gross and Net Revenue Retention. The GM is the senior commercial leader on the ground — assessing talent, building trust with the team, and executing with precision to make Emplifi the clear market leader in the region.

What You'll Do Here

Regional Revenue Leadership

• Own regional sales outcomes and P&L, with a dotted-line partnership to Customer Experience leadership for key account growth and retention commercial results.

• Execute the global go-to-market strategy within the region, tailoring segmentation and account prioritization to local market dynamics — with a sharp focus on the Enterprise segment.

• Own the regional revenue forecast and deliver quarterly and annual bookings, ARR, and profitability targets.

• Drive growth through:

• New logo acquisition

• Cross-sell and upsell

• Strategic account growth

• Win top-tier accounts personally and close high-profile enterprise clients directly.

Regional Operations & Sales Execution

• Build the operational infrastructure — pipeline management, forecasting discipline, CRM adoption — needed for a repeatable, predictable revenue motion.

• Assess the sales team, identify gaps, and recruit high-performing sales talent.

• Partner with global Revenue Operations on territory design, quota-setting, and compensation alignment for the region.

• Establish regional reporting cadences that drive transparency and accountability to the global revenue organization.

Strategic Customer Retention

• Partner with Customer Success leadership to align on retention, expansion, and enterprise client strategy within the region.

• Own the commercial dimension of regional Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) — expansion bookings, renewal pricing, and upsell execution.

• Personally engage with executive stakeholders at the region’s largest and most strategic customers.

• Execute and sell accurate and consistent sales processes leading to successful customer experience.

Sales Excellence

• Partner with GTM CoE and implement global go-to-market processes.

• Coach and develop the sales team through structured methodologies, clear metrics, and hands-on leadership.

• Build a coaching culture through structured leadership development — in the field and in the details, without micromanaging.

• Drive pipeline discipline, forecasting accuracy, and sales productivity within the region.

• Leverage AI and data to improve sales execution and decision-making, and apply fluency with AI tools to credibly engage enterprise buyers.

Cross-Functional Leadership

• Partner with Marketing, Product, and global leadership to sharpen Emplifi’s market position in the region.

• Contribute market insight and customer feedback to inform product development and roadmap priorities.

• Report on regional performance and contribute to corporate planning and long-range growth strategy.

Leadership & Culture

• Build, develop, and inspire a high-performing regional sales team.

• Recruit, retain, and develop top commercial talent.

• Foster a culture of accountability, customer obsession, collaboration, and continuous improvement.

What You'll Bring to Us

• A track record of commercial growth in a SaaS environment, ideally in CX, Social, or Digital Marketing technology.

• Experience at the VP level or above leading sales and customer success teams in a high-growth company, with the ability to work cross-functionally with Customer Experience and post-sale functions.

• Proven ability to build and scale a sales organization, with clear methodologies for hiring, coaching, and performance management.

• Experience leading through M&A and business integrations, with demonstrated success integrating acquired product offerings into the broader portfolio and GTM motion, consolidating sales teams and coverage models, and leading enablement and change management to accelerate cross-sell, sales productivity, and revenue realization.

• Strong enterprise sales skills — able to run a complex deal personally and teach others to do the same.

• Fluency with AI tools and AI-driven technology, applied to their own work and to credible conversations with enterprise buyers.

• A hands-on leadership style.

• A self-starter with strong problem-solving instincts and comfort with ambiguity, able to operate at pace in a fast-moving, high-growth environment.

What We Offer

• International and fast-paced 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

• Flexible working environment

• Unlimited Paid Time Off

• Sick Days & Community Service Days

• Meetups & conferences

• Benefits package including Medical, Dental, Vision & Life Coverage Options

• 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well

• Company paid STD and LTD

• 401K

• Educational Reimbursement Opportunities

• Access to an Employee Assistance Program (EAP)

• Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy

• There’s more as well! Speak with us to find out all the details!

At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities.

Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are.

We welcome and encourage applicants with disabilities. Accommodations are available upon request at any stage of the recruitment process.