Customer Success Director

Job Description

Job Description

About impact.com
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. Its award-winning products - Performance (affiliate), Creator (influencer), and Advocate (customer referral) - unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands - including Walmart, Uber, Shopify, Lenovo, L'Oréal, and Fanatics - rely on impact.com to power more than 350,000 partnerships that deliver measurable business results.

Your Role at impact.com:

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.

What You'll Do:

• 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
• Dedicated duties include account monitoring, regular check-ins and relationship building
• Reactive duties include training, product support, and appropriate delegation when technical issues and feature requests arise

What You bring:

• 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
• A healthy dose of 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

Salary Range: $110,000 - $135,000 per year, plus an additional 25% Variable Commission Plan ($27,500-$33,750) 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 and Perks:

At impact.com, we believe that when you're happy and fulfilled, you do your best work. That's why we've built a benefits package that supports your well-being, growth, and work-life balance.

• 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
• Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life.
• Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health.
• A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
• I nvesting in Your Growth: We're committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses.
• Parental Support: We offer a 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 Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.

*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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