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 platform 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 a Customer Success Manager, you will be the strategic heartbeat for our clients, ensuring they realize maximum value and growth through the impact.com platform. You’ll act as a dedicated advocate and product expert, solving complex partnership challenges and turning client goals into measurable success stories. This is a high-impact opportunity to join a fast-paced team where you will directly influence retention, shape account strategies, and help global brands scale their partnership ecosystems.

• →Drive platform adoption by acting as a subject matter expert, conducting training, and consulting on configurations, tracking, and reporting to ensure clients are set up for success.
• →Manage strategic account plans and executive business reviews to communicate value, promote new initiatives, and align our solutions with client business goals.
• →Execute commercial growth strategies by identifying renewal and expansion opportunities, creating pricing proposals, and analyzing program performance to drive revenue.
• →Collaborate across internal teams, including Sales and Product, to manage technical escalations and distill client feedback into actionable insights via JIRA and SFDC.
• →Champion the client experience by proactively identifying churn risks and navigating complex situations to find the best possible outcomes for both the partner and impact.com.

• 2+ years of experience in a SaaS-based sales, customer service, or account management role within a technology company.
• Proven background in the ad-tech space, specifically with experience in the selling or buying of media in any format.
• Strong technical aptitude and comfort working with B2B commerce and internet communication software.
• Exceptional communication and presentation skills, with the ability to influence stakeholders and build long-term professional relationships.
• A proactive, result-oriented mindset that allows you to juggle multiple projects while maintaining high accuracy and a devotion to quality.

• Bahasa Indonesian fluency