Customer Success Manager, Impact
$70-85k
Plus Variable Commission Plan ($17,500-$21,375)
1-5 days a week in office
Partnership management platform
Job no longer available
Partnership management platform
1001+ employees
Job no longer available
$70-85k
Plus Variable Commission Plan ($17,500-$21,375)
1-5 days a week in office
1001+ employees
Company mission
To accelerate enterprise growth by scaling discovery, recruitment, onboarding, engagement and optimization of all types of partnerships.
Role
Who you are
- 2-3 years customer service experience
- Bachelor's degree in business, marketing, or a related field (or equivalent experience)
- Exceptional problem-solving and conflict-resolution abilities.
- Self-motivated and able to work independently, while also collaborating effectively with internal teams
- Proficiency in CRM software and other customer success tools.
- Familiarity with the affiliate marketing industry or performance marketing is a plus
- Results-oriented mindset with a focus on customer satisfaction and success
- Technical aptitude and ability to understand complex software solutions
- Strong interpersonal and communication skills, with the ability to build and maintain effective relationships with clients
- Proven experience in customer success, account management, or a related client-facing role
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
Our take
Affiliate marketing has evolved from a niche concept to a core component of modern marketing strategies, largely thanks to the rise of the influencer class and the infrastructure established by companies like Impact. This shift highlights the increasing importance of affiliate marketing in reaching and engaging consumers.
Initially, Impact built its business around a pure marketplace offering. however, it has since expanded its technology to provide brands with big data insights, allowing them to track how and where their content is utilized and engaged with. This evolution enhances the value that Impact delivers to its clients, making it easier for them to measure the effectiveness of their marketing efforts.
To further expand its customer base, Impact has formed integrations with prominent companies like BigComemrce, Google Payu, HubSpot, and Shopify. These partnerships not only accommodate a diverse range of businesses but also create more partnership opportunities for clients. Despite facing constant competition from emerging startups, Impact remains proactive, having secured partnerships with well-known brands and received high-profile industry accolades such as the US Partnership Awards.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2022
$100m
GROWTH EQUITY VC
Jul 2021
$150m
GROWTH EQUITY VC
Total funding: $331.4m
Company benefits
- Level up: To help you grow, we offer a wide variety of professional development courses and training
- Work-life balance: Rest keeps the passion burning. Our flexible, unlimited time-off policy allows you to take the time that you need, when you need it
- WFH opportunities: To help you find balance in your life, we have a flexible working policy which enables you to work from home
Company HQ
Santa Barbara Downtown, Santa Barbara, CA
Leadership
Per Pettersen
(Co-Founder & CSO)They have served as the CEO of Estalea since 2004. Previously founded Leadpoint, Savings.com, and Commission Junction.
Roger Kjensrud
(Co-Founder & CTO)They have served as the CTO of Estalea since 2004. Previously the Director of Engineering at Commission Junction for 4 years.
Todd Crawford
(Co-founder & VP of Strategic Initiatives)Previously Vice President of Sales at Commission Junction for 7 years and VP of Sales & Business Development at Digital River for 2 years.
Wade Crang
(Co-founder & Growth Technologist)They have served as the General Manager at Estalea since 2005. Previously a VP at Commission Junction for 6 years and a Senior Manager at Andersen Consulting for 2 years.
Lisa Riolo
(Co-Founder)Founder of Lisa Riolo Consulting and Workzones. Previously Strategic Advisor at Proven Performance Group for 3 years and AVP, Customer Sales & Service Manager.
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