Customer Success Manager

At impact.com our culture is our soul. 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, Fanatics and Levi’s, visit www.impact.com.

Job Summary:

As a Customer Success Manager at impact.com, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success and satisfaction with our platform and services. You will serve as the primary point of contact for clients, providing proactive support, resolving issues, and driving adoption and utilization of our products. This role requires a combination of excellent communication skills, technical expertise, and a deep understanding of customer needs in order to drive customer retention, expansion, and overall success.

Key Responsibilities:

Relationship Management:

• Build and foster strong relationships with key stakeholders and decision-makers at client organizations.
• Act as the main point of contact for clients, proactively addressing any issues or concerns.
• Understand clients' goals and objectives, and provide guidance on how our platform and services can support their needs.

Customer Success:

• Drive customer success by ensuring clients achieve their desired outcomes and maximize the value of our products and services.
• Conduct regular check-ins and business reviews to assess client satisfaction, identify areas for improvement, and recommend appropriate solutions.
• Develop and execute customer success plans, setting clear objectives and milestones to drive client success.

Technical Expertise:

• Become an expert on the Impact.com platform, staying up to date with new features, functionality, and industry trends.
• Collaborate with the product and other cross-functional teams to relay client feedback and contribute to the continuous improvement of our platform.
• Display strong technical aptitude in understanding complex integrations into terms clients can understand and assist with project management and strategic technical conversations.

Adoption and Expansion:

• Drive product adoption and usage among clients, ensuring they fully leverage the capabilities of our platform.
• Identify opportunities for upselling and cross-selling, working closely with the sales team to expand client accounts.
• Monitor client health metrics, track usage patterns, and proactively address any potential risks to customer retention.

Customer Advocacy:

• Serve as the voice of the customer within impact.com, providing feedback and insights to internal teams for product enhancements and improvements.
• Advocate for customers' needs and requirements, working with cross-functional teams to deliver exceptional customer experiences

Qualifications and Skills:

• 2-3 years customer service experience
• Bachelor's degree in business, marketing, or a related field (or equivalent experience)
• Proven experience in customer success, account management, or a related client-facing role.
• Strong interpersonal and communication skills, with the ability to build and maintain effective relationships with clients.
• Technical aptitude and ability to understand complex software solutions.
• Results-oriented mindset with a focus on customer satisfaction and success.
• Exceptional problem-solving and conflict-resolution abilities.
• Self-motivated and able to work independently, while also collaborating effectively with internal teams
• Familiarity with the affiliate marketing industry or performance marketing is a plus.
• Proficiency in CRM software and other customer success tools.

Join Impact.com's team as a Customer Success Manager and play a vital role in driving customer satisfaction, retention, and growth. Apply today to be a part of a dynamic and innovative company dedicated to empowering brands, publishers, and creators through our industry-leading platform.

• Salary Range: $70,000 - $85,000 per year, plus Variable Commission Plan ($17,500-$21,375) and stock (RSU) award.
  *This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

Benefits/Perks:

• Medical, Dental and Vision insurance
• Unlimited responsible PTO
• Flexible work hours
• Parental Leave
• Free Affiliate & Partnerships Industry Fundamentals Certification by PXA.
• Catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled. 
• Flexible spending accounts and 401(k)
• An employee-led culture team that plans inclusive events- meaning time together and other events to celebrate our many successes!
• An established company with a cool, high-velocity work ethos, where each person can make a difference!
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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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