Customer Success Manager

Summary

Join impact.com as a Customer Success Manager and become a trusted advisor for a portfolio of clients, helping them leverage our platform for growth. Develop strategic account plans, manage key touchpoints, and identify upsell opportunities and risks. Collaborate with cross-functional teams to ensure seamless delivery and technical success. You will build strong client relationships, run business reviews and training sessions, and track and resolve client issues. This role requires 3+ years of experience in Customer Success, Account Management, or client-facing roles within the affiliate/partnerships space. A bachelor's or master's degree is a plus.

Requirements

• 3+ years of experience in Customer Success, Account Management, or client-facing roles within the Affiliate/ partnerships space
• Strong communication and relationship-building skills, you can confidently engage with senior stakeholders
• Strategic thinking paired with a hands-on mindset and you’re comfortable presenting insights and solving problems
• Solid project management skills and the ability to multitask in a fast-paced, evolving environment
• A collaborative, proactive attitude and a genuine desire to help clients succeed

Responsibilities

• Build strong, consultative relationships with clients and guide them toward successful outcomes using our platform
• Develop strategic engagement plans tailored to each client’s business goals and KPIs
• Run impactful business reviews, platform training sessions, and performance analysis to showcase ROI and opportunities for growth
• Collaborate cross-functionally with Sales, Product, Tech, and Solutions teams to ensure seamless delivery and technical success
• Identify and manage churn risks early, while spotting opportunities for upselling and expansion
• Assist with renewals, commercial reviews, and platform adoption planning
• Track and resolve client issues efficiently, escalating where needed and ensuring accountability

Preferred Qualifications

Bachelors or Masters degree a plus

Benefits

• Responsible PTO policy - take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
• Flexible remote working policy
• Training & Development - Free Coursera Subscription and PXA partnerships learning
• Restricted Stock Units - 3-year vesting schedule pending Board approval
• Internet Allowance
• Gym reimbursements
• Technology stipend
• Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage
• Pension Scheme, Health and Dental Insurance
• Parental Leave
• Free in office lunches several days per week