Manager, Customer Success

The Company: 

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, and Fanatics visit www.impact.com.

Your Role at impact.com:

impact.com is growing, and we are seeking a leader to coach a team to successful outcomes. If you have experience managing a team, providing strategy and recommendations for growing partnerships, and are solutions-oriented, data-driven, and customer-focused, we want you to lead this team! 

What You'll Do:

• Leading and growing a team of Customer Success Managers (CSMs) by mentoring and coaching, guiding them to find their own solutions, running collaborative team calls and weekly one on ones.
• Overseeing an assigned book of business where CSMs are building strong client relationships, increasing client spend, driving product adoption, and cross-sells.
• Using management and analytical skills to build a strong CSM team focused on growth and retention.
• Implementing process improvements across the team and/or organization.
• Collaborating with Customer Engineering, Support, Product, Onboarding and other groups to resolve client challenges.
• Using organization and attention to detail skills to drive projects and solutions to completion. 

What You Have:

• Solution-oriented and collaborative: enjoys creating and implementing process improvements.
• Client-focused: using tools & resources to ensure customers are responded to quickly, gain resolution, and are satisfied. Improving overall NPS.
• Team focused: guiding a team to drive maximum productivity and growth, while maintaining a positive culture through recognition and staff development.
• Using industry knowledge to inform clients on how to improve their partnership programs and increase adoption of the entire Partnership Cloud suite. (Current knowledge of the Partnership Cloud is a plus.)
• Knowledge of FreshDesk (or other ticketing software), Jira, SFDC, and Google Suite.
• 5+ years of experience in Digital, Affiliate, or Performance Marketing, 3+ years of experience managing people and teams.
• Experience with cloud-based SaaS products
• Experience working independently as well as part of a team in an energetic, fast-paced environment
• Ability to read, write and speak with internal and external stakeholders in a highly professional and convincing manner

Salary Range: $130,000 - $140,000 per year, plus an additional 25% Variable Commission Plan ($32,500-$35,000) for an OTE of $162,500-$175,000 and generous 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
• Technology Stipend 
• Continued access to Affiliate & Partnerships Industry Fundamentals Certification by PXA
• Office-only 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!

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.

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