Strategic SaaS Customer Success Manager

Silversmith Capital Partners; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Health and wellness benefits

Coursera subscription

Parental leave

Tech stipend

Job summary

impact.com is a leading commerce partnership marketing platform. 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 role where you’ll influence retention, shape account strategies, and help global brands scale

Qualifications

• 2+ years of SaaS-based experience in sales, customer service, or account management.
• Experience in ad-tech with media buying or selling background.
• Strong technical aptitude with B2B commerce software.
• Excellent communication and presentation skills to influence stakeholders.
• Proactive, result-oriented mindset, able to juggle multiple projects.

Responsibilities

• Drive platform adoption through training, configurations, tracking, and reporting.
• Manage strategic account plans and executive business reviews to demonstrate value.
• Execute renewal and expansion strategies, including pricing proposals.
• Collaborate with Sales and Product to handle escalations using JIRA and SFDC.
• Champion the client experience and minimize churn with optimal outcomes.

Skills

SaaS experience

Ad-tech experience

Technical aptitude

Communication skills

Proactive mindset

Tools

JIRA

SFDC

Job description

impact.com is a leading commerce partnership marketing platform. 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 role where you’ll influence retention, shape account strategies, and help global brands scale