Customer Success Director
impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships.
About the role
As a Customer Success Director (CSD) at impact.com, you will play a key individual contributor role in managing enterprise-level client relationships to promote retention and growth. You will develop strategic, goal-driven account plans and processes to ensure productive partnerships with our top clients. Capitalizing on our software suite, you’ll build stronger & more successful marketing campaigns for your portfolio of brands. This role requires a strong technical aptitude, a solid understanding of the digital ecosystem, and the ability to think critically. Your contribution will be essential to our clients' success and the growth of our business.
Responsibilities
- Deliver world-class support to our top clients
- Maintain a balanced, proactive/reactive relationship with your assigned accounts
- Enhance Impact's presence within client organizations by cultivating relationships and conducting strategic review sessions with senior decision-makers
- Partner with our Sales organization to identify and capitalize on upsell and expansion opportunities
- Account monitoring, regular check-ins, and relationship building
- Training, product support, and appropriate delegation when technical issues and feature requests arise
Requirements
- 5+ years Account Management or Customer Success experience, preferably B2B
- Bachelor's Degree (Business, Marketing or related field a plus), or equivalent experience
- Consistent track record of providing stellar support to customers
- Strong understanding of the digital marketing ecosystem
- Proficient in leveraging technology solutions, with a focus on SaaS and marketing tools
- Initiative and the ability to remain flexible
- Detail-oriented and able to efficiently prioritize tasks
- Critical thinker and inventive problem-solver
- Proven track record of quality verbal and written communication skills
- Customer-focused, commercially minded, service-oriented
- Enthusiastic teammate
- Great conflict resolution skills
- Excellent time management skills
Nice to have
- Affiliate & Partnerships Industry Fundamentals Certification by PXA
Pay
Salary Range: $110,000 - $135,000 per year, plus an additional 25% Variable Commission Plan ($27,500-$33,750) and generous stock (RSU) award.
Benefits
- Strong extended health benefits: Health & Prescription coverage, vision and dental care, virtual health care, out-of-country medical coverage
- Insurance coverage (life, short-term disability, long-term disability, and more)
- Health Care Spending Account
- Two different Employee Assistance Programs
- Responsible PTO policy for flexible time off
- Mental health and wellness benefit: up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage
- Monthly gym reimbursement policy
- Restricted Stock Units (RSUs) with a 3-year vesting schedule, pending Board approval
- Free Coursera subscription and PXA courses for continuous learning
- Generous parental leave policy: 26 weeks of fully paid leave for the primary caregiver and 13 weeks of fully paid leave for the secondary caregiver
- Technology stipend to help set up your home office
- Monthly internet allowance