Senior Customer Success Manager/Team Lead

Summary

Join impact.com as a Senior Customer Success Manager/Team Lead and manage key client relationships across SEA, driving retention and growth. Act as a client advocate, collaborating with cross-functional teams to develop tailored solutions. Serve as a product expert, providing training, support, identifying upsell opportunities, and mitigating churn risks. Mentor and support the wider Customer Success team, ensuring consistent excellence. Lead the Customer Success function in SEA, achieving goals and increasing customer satisfaction. This role reports to the RVP of Customer Success, APJ.

Requirements

• MarTech/Saas experience
• Customer Obsessed and Service-oriented
• Initiative
• Result-oriented
• Values Long-Term Customer Success
• 3+ years Customer Success experience

Responsibilities

• Platform Expertise: You’ll act as a subject matter expert on the Impact platform,  not just knowing the features, but knowing how to tie them directly to client outcomes. You'll drive adoption, share best practices, and support both clients and teammates in making the most of our tools with minimal oversight
• Strategic Account Management: You’ll lead key client relationships, manage executive business reviews, and shape long-term account strategies. Working closely with Sales and leadership, you’ll identify growth opportunities, present strategic plans, and ensure every client gets maximum value from our partnership
• Escalation & Stakeholder Management: When issues arise, you’ll be the point of coordination, distilling client feedback, managing comms, and driving resolution through collaboration with internal teams. You’ll keep things moving and everyone aligned
• Project/Task Oversight: You’ll keep projects and priorities organized using tools like JIRA and Salesforce. You’ll be trusted to update stakeholders, manage blockers, and maintain momentum without needing to be micromanaged
• Renewals & Commercial Strategy: From contract renewals to expansion planning, you’ll play a key role in commercial efforts, building proposals, analysing performance, and collaborating with global and executive stakeholders to shape the direction of renewals
• Team vision, management + recruitment
• Setting the theme and vision for CS in SEA
• Lead the Customer Success function in SEA ensuring that goals are achieved as well as increasing the customer satisfaction
• Acts as a mentor and escalation point to SEA CSMs direct reports for all topics
• Accountable for all personnel decisions related to customer success roles
• Be a role model for the team
• Lead the team with process requirements and activity tracking
• Lead the team with growth and retention activities
• Lead the team by setting a good example

Preferred Qualifications

• Affiliate experience desired
• Negotiating experience

Benefits

• Private Health Insurance
• Internet Allowance
• Fitness Activity Reimbursement
• Flexible remote working policy
• Training & Development - Free Coursera Subscription and PXA partnerships learning
• Technology stipend
• Mental  Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage Health Insurance