Associate / Customer Success Manager (Account Management)

impact.com; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Flexible Working

Health and Wellness

Coursera access

Parental leave policy

Technology stipend

Job summary

impact.com is seeking a Customer Success Manager to serve as the strategic heartbeat for clients, ensuring maximum value and growth on the impact.com platform. You will advocate for clients, resolve challenges, and drive measurable success across partnerships.

You will influence retention, shape account strategies, and help global brands scale their partnership ecosystems within a fast-paced team environment.

Qualifications

• 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 with experience in selling or buying media.
• Strong technical aptitude with comfort in B2B commerce and internet communication software.
• Exceptional communication and presentation skills with the ability to influence stakeholders.
• Proactive, result-oriented mindset juggling multiple projects with high accuracy.

Responsibilities

• Drive platform adoption by acting as a subject matter expert, conducting training, and advising on configurations, tracking, and reporting.
• Manage strategic account plans and executive business reviews to communicate value and align solutions with client goals.
• Execute commercial growth strategies by identifying renewal and expansion opportunities, pricing proposals, and analyzing program performance.
• Collaborate across internal teams, including Sales and Product, to manage escalations and distill client feedback via JIRA and SFDC.
• Champion the client experience by identifying churn risks and navigating complex situations for optimal outcomes.

Skills

SaaS sales

Account management

Customer success

Ad-tech experience

Technical aptitude

Communication skills

Proactive mindset

Bahasa Indonesian fluency

Tools

Jira

SFDC (Salesforce)

Job description

About impact.com

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.

Your Role at impact.com:

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.

What You'll Do:

• 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.

What You Bring:

• 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.

Nice to have

• Bahasa Indonesian fluency

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.
• 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.