Customer Success Manager

impact.com; Greater London; On-site; GBP 45,000 - 70,000; Full time

Benefits offered by this job

Flexible Working

Health & Wellness

RSUs

Coursera access

Parental Leave

Technology stipend

Job summary

impact.com is seeking a Customer Success Manager to grow a portfolio of small to mid-size clients and drive platform adoption. You will serve as a dedicated advocate and product expert, solving partnership challenges and delivering operational support to enterprise accounts.

You will train users on the platform, advise on ad tracking, reporting, and finance configurations, and work with cross-functional teams to deliver bespoke solutions and swift resolutions.

Qualifications

• 1+ years of experience in Affiliate, Partnerships, or Digital Marketing.
• 3+ years in a client-facing role with a service-oriented approach.
• Strong communication skills and ability to advocate for customers.
• Passion for learning and becoming a technical SaaS expert.
• Collaborative mindset with attention to detail in fast-paced environments.

Responsibilities

• Manage and grow a dedicated portfolio of small to medium-sized customers to drive retention and platform adoption.
• Provide expert account operations support for select Enterprise customers, ensuring complex needs are met.
• Deliver comprehensive platform training and consult on ad tracking, reporting, and finance configurations.
• Collaborate across functional teams to develop bespoke solutions aligned with client goals.
• Lead escalation management by tracking open issues and coordinating with internal teams for swift resolutions.
• Act as a product champion by staying ahead of core functionality and partnership marketing fundamentals.

Skills

Affiliate marketing

Client facing

Communication skills

SaaS tools

Learning mindset

Job description

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.

Your Role at impact.com:

As a Customer Success Manager (CSM) , you will be the driving force behind the growth and retention of a small-medium sized client portfolio. You’ll act as a dedicated client advocate and product expert, solving complex partnership challenges and providing vital operational support to our enterprise accounts. This is an exciting opportunity to master the impact.com platform while helping global brands scale their partnership ecosystems through innovation and collaboration.

What You'll Do:

• Manage and grow a dedicated portfolio of small and medium-sized customers to drive long-term retention and platform adoption.
• Provide expert account operations support for select Enterprise customers, ensuring their complex needs are met with precision.
• Deliver comprehensive platform training and consult on ad tracking, reporting, and finance configurations to empower our users.
• Collaborate across functional teams to develop bespoke solutions that align with client goals and solve their most pressing business problems.
• Lead escalation management by tracking open issues and coordinating with internal teams to provide transparency and swift resolutions.
• Act as a product champion by staying ahead of core functionality and partnership marketing fundamentals to offer strategic guidance.

What You Bring:

• 1+ years of experience in Affiliate, Partnerships, or Digital Marketing.
• 3+ years of experience in a client-facing role with a strong service-oriented approach.
• Strong communication skills and the ability to act as a trusted advocate for your customers.
• A passion for learning and a self-motivated drive to become a technical expert in SaaS tools.
• A collaborative mindset with the attention to detail required to juggle multiple accounts in a fast-paced environment.

Benefits and Perks:

At impact.com, we believe that when you're happy and fulfilled, you do your best work. That's why we've built a benefits package that supports your well-being, growth, and work-life balance.

• Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life.
• Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health.
• A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
• Investing in Your Growth: We're committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses.
• Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
• Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.

impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.