Customer Success Manager

About impact.com

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.

 

Pressboard by Impact.com

About Pressboard

Pressboard builds tools for digital content creators. Pressboard Studio is an Enterprise software most suited for Publisher Studios who are responsible for the execution, management & reporting of Branded Content (Sponsored) programs. Our platform is leveraged by major media companies such as New York Times, NBC Universal, Gannett (USA Today), Narcity Canada, Globe & Mail, Telus and many more across North America & EMEA.

Your Role at impact.com:

As a Customer Success Manager for Pressboard, you’ll partner with leading publishers worldwide to help them unlock the full potential of branded content. You’ll guide clients through onboarding, training, and adoption while building lasting relationships that ensure their success. This is a high-impact role for someone who loves solving problems, creating value, and shaping the future of content measurement in digital media.

 

What You’ll Do

• Become a Pressboard Studio platform expert and trusted advisor to clients.
  
  
• Guide enterprise publishers through onboarding and adoption, ensuring smooth rollouts.
  
  
• Build strong relationships through regular check-ins, surfacing challenges and opportunities.
  
  
• Analyse client usage data to assess account health and deliver actionable insights.
  
  
• Respond quickly to inbound help desk queries with clear solutions and next steps.
  
  
• Log and track product issues, collaborating with Product to resolve them efficiently.
  
  
• Contribute to new feature rollouts by sharing client feedback and supporting updates.
  
  
• Create and maintain help centre resources (articles, videos, guides) for self-service support.
  
  
• Support Sales during client demos and trials with pre-subscription enablement.
  
  
• Research and implement new processes and tools to improve the CS function.
  
  

 

What You Bring

• Experience in a customer-facing role within SaaS, ideally with enterprise clients.
  
  
• Strong communication skills -  clear, confident, and adaptable.
  
  
• A positive attitude, growth mindset, and eagerness to learn.
  
  
• Problem-solving ability and comfort working with data to inform decisions.
  
  
• Tech-savvy and quick to learn new tools, with solid working knowledge of Excel/PowerPoint.
  
  

Nice to Have

• Experience in digital media, publisher studios, or branded content.
  
  
• Familiarity with customer support platforms
  
  

 

Benefits and Perks: 

• 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
• Internet Allowance
• Gym reimbursement policy
• Technology stipend
• Mental  Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage
• Parental Leave Policy

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.