SaaS Customer Success Manager: Scale Partnerships

impact.com; Kuala Lumpur; Hybrid; MYR 60,000 - 120,000; Full time

Benefits offered by this job

Flexible working

Mental health support

Coursera access

Parental leave

Tech stipend

Job summary

impact.com is seeking a Customer Success Manager to be the strategic heartbeat of our clients, driving maximum value and growth on the impact.com platform. You will act as a dedicated advocate and product expert, solving partnership challenges and turning client goals into measurable success stories for global brands.

You’ll collaborate with Sales and Product, lead renewal and expansion conversations, and help clients scale their partnership ecosystems while ensuring retention and high

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 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 relationships.
• A proactive, result-oriented mindset that can juggle multiple projects with high accuracy.

Responsibilities

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

Skills

SaaS sales

Account management

Ad-tech experience

Technical aptitude

Communication skills

Proactive mindset

Tools

JIRA

SFDC

Job description

impact.com is seeking a Customer Success Manager to be the strategic heartbeat of our clients, driving maximum value and growth on the impact.com platform. You will act as a dedicated advocate and product expert, solving partnership challenges and turning client goals into measurable success stories for global brands.

You’ll collaborate with Sales and Product, lead renewal and expansion conversations, and help clients scale their partnership ecosystems while ensuring retention and high