Customer Success Manager

Our Company: 

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal and Fanatics visit www.impact.com.

 

Your Role at impact.com:

As a CSM you will be responsible for the management of client relationships to promote retention and growth, through identifying up-sell, cross-sell, and churn-risk early. 

Join us if you are passionate about strategic, goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with cross functional teams as the client advocate, to help develop solutions to meet client goals.

 

What You'll Do:

• Deliver impactful platform training and provide expert guidance on contracts, configurations, ad tracking, finance, and reporting to help clients get the most from the impact.com platform.
  
  
• Collaborate with clients to drive platform adoption, promote strategic initiatives, and communicate ongoing value - under the guidance of your manager and/or executive sponsor.
  
  
• Manage technical configuration tasks in partnership with the Solutions Design & Delivery team to ensure the platform is set up to support smooth account management.
  
  
• Track and escalate client issues using a standardized process to ensure timely resolution, transparency, and coordination across internal teams.
  
  
• Analyse program performance and financial pacing reports to surface upsell or renewal opportunities and support commercial growth efforts.
  
  
• Assist with forecasting and revenue planning by conducting churn analysis, evaluating funding status, and contributing to financial models for your book of business.
  
  

What You Bring: 

• Bachelor or Master degree preferred 
• 3+ years direct B2B SaaS experience, strong preference towards Affiliate experience 
• 3+ years experience in Marketing Consulting, Customer Success, Account Management, Business Development, or other client-facing roles where you managed a book of clients
• SaaS company experience preferred
• Customer Focus, Commercial Drive, Service-oriented
• Experience with business-to-business commerce and Internet communication software (advantageous)

 

Perks and Benefits 

• Responsible PTO policy - take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
• Flexible remote working policy
• Training & Development - Free Coursera Subscription and PXA partnerships learning
• Restricted Stock Units - 3-year vesting schedule pending Board approval
• Internet Allowance
• Gym reimbursements
• Technology stipend
• Mental  Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage
• Parental Leave
  
  

impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.