Customer Success Manager

impact.com; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading partnership management platform in London is seeking a Customer Success Manager to guide clients in maximizing the platform's potential. Key responsibilities include building relationships, developing strategic plans, and managing client engagement. Ideal candidates will have over three years of experience in customer success or account management and strong communication skills. This role offers a dynamic work environment and competitive benefits.

Benefits

Responsible PTO policy

Free Coursera Subscription

Restricted Stock Units

Gym reimbursements

Mental Health and Wellness Benefit

Pension Scheme

Free in office lunches

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Strong communication and relationship-building skills.
• Strategic thinking with the ability to present insights.

Responsibilities

• Build strong relationships with clients to drive successful outcomes.
• Develop strategic engagement plans tailored to clients' goals.
• Run business reviews and performance analysis.

Skills

Customer Success

Account Management

Strategic thinking

Communication

Project management

Job description

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal and Fanatics visit www.impact.com .

As a Customer Success Manager at impact.com, you’ll be the trusted advisor for a portfolio of clients, helping them get the most out of our platform and drive meaningful growth through partnerships. You'll play a key role in shaping strategic account plans, managing key touchpoints, and identifying both upsell opportunities and risks before they arise. If you’re someone who enjoys solving real problems, building long-term relationships, and collaborating across global teams, his is your chance to make a real impact.

What You'll Do:

• 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
  
  

What You Bring:

• 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

Perks and 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
• Training & Development - Free Coursera Subscription and PXA partnerships learning
• Restricted Stock Units - 3-year vesting schedule pending Board approval
• Gym reimbursements
• Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage
• Pension Scheme, Health and Dental Insurance
• Free in office lunches several days per week

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.

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