General Manager - North America

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