Strategic Customer Success Manager - SaaS & Ad-Tech Growth

impact.com; Kuala Lumpur; On-site; MYR 89,000 - 167,000; Full time

Benefits offered by this job

Flexible Working

Mental health and wellness benefits

Coursera subscription

Parental leave policy

Technology stipend

Job summary

impact.com is seeking a Customer Success Manager to be the strategic heartbeat for our clients, ensuring they realize maximum value from the platform. You will be a dedicated advocate, solving partnership challenges and turning client goals into measurable success stories.

You will drive platform adoption, manage strategic account plans, and collaborate across Sales and Product to align solutions with client goals, helping global brands scale their partnership ecosystems.

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, 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.

Responsibilities

• 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.

Skills

SaaS sales experience

Account management

Ad-tech knowledge

Technical aptitude

Communication skills

Tools

JIRA

SFDC (Salesforce)

Job description

impact.com is seeking a Customer Success Manager to be the strategic heartbeat for our clients, ensuring they realize maximum value from the platform. You will be a dedicated advocate, solving partnership challenges and turning client goals into measurable success stories.

You will drive platform adoption, manage strategic account plans, and collaborate across Sales and Product to align solutions with client goals, helping global brands scale their partnership ecosystems.