Customer Success Manager

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 225,000 partnerships that deliver measurable business results.

As Customer Success Manager, you will be an incredible product expert! This involves utilizing our software suite to build stronger & more successful marketing campaigns. Portraying good business sense, a solid understanding of the digital ecosystem and being a critical thinker will have you shining and growing every day at Impact.

• →Platform Knowledge : Run platform training and can consult on contracts, finance, ad tracking, and reporting.
• →Account Management: Coordinate strategic initiatives with direction from manager.
• →Customer Communications: Coordinate  communication including customer facing messaging regarding initiatives, outages, marketing efforts, etc. under the guidance of the manager. ensures clients communication including email, ticketing, and slack is documented in SFDC.
• →Escalation Management: Distill feedback from clients and manage creation of all necessary documentation, including JIRA ticket, project trackers, and SFDC.
• →Project/Task Management: Follow established processes for ticket creation and project tracking utilizing JIRA, Project Plans, SFDC, Coordinates status updates from key stakeholders under the guidance of manager.
• →Commercial Efforts: Coordinate all renewal and expansion opportunities.

• 3-6 years customer service experience, preferably B2B
• Bachelor's Degree (Business, Marketing or related field a plus)
• Consistent track record of providing stellar support to customers.
• Solid understanding of the digital marketing ecosystem
• A healthy dose of initiative and the ability to remain flexible
• Detail-oriented and able to effectively prioritize tasks
• Be a critical thinker and an inventive problem-solver
• Professional interpersonal skills
• Enthusiastic teammate
• Phenomenal conflict resolution skills
• Excellent time management skills