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Customer Success Director

Impact

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Cloud Business Apps
  • Post Date: 05/13/2024
  • Website: impact.com
  • Company Address: 223 E. De La Guerra St, Santa Barbara, CA, 93101

About Impact

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.

Job Description

The Company: 

At impact.com our culture is our soul. We are passionate about our people, our technology, and obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We utilize cutting-edge technology to address real-world challenges for our clients, maintaining our position as the premier SaaS platform for businesses seeking to automate partnerships and maximize revenue growth.We have an entrepreneurial spirit and a culture that rewards ambition and curiosity. If you are looking to join a team where your opinion is valued, your contributions are noticed, and you enjoy working with fun and talented people from all over the world, 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, customer referrals 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 customers trust to make purchases, get information, and entertain themselves at home, 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 like Walmart, Uber, Shopify, Lenovo, L’Oreal, Fanatics and Levi’s, visit www.impact.com.

Why this role is exciting:

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.

Does this sound like you?

  • 5-7+ years Account Management or Customer Success experience, preferably B2B
  • Bachelor's Degree (Business, Marketing or related field a plus)
  • 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
  • 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

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 
  • 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
     

  • Salary Range: $105,000 - $120,000 per year, plus Variable Commission Plan ($26,250-$30,000) 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!

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.