Customer Success Manager

Our Company:

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, Fanatics and Levi’s, visit www.impact.com.

Your Role at Impact:

As a CSM you will be responsible for the management of client relationships to promote retention and growth, through identifying up-sell, cross-sell, and churn-risk early. You will be focusing on the Indonesia market, as well as other SEA clients.

Join us if you are passionate about strategic, goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with cross functional teams as the client advocate, to help develop solutions to meet client goals.

What You'll Do:

• Platform Knowledge:
  • Clearly understand our core functionality and how partnership marketing fundamentals tie into our solutions and product offering
  • Run platform training and consult on contracts, dangerous configurations, finance, ad tracking, and reporting
• Account Management:
  • Drive partnership collaboration, promote initiatives, increase platform adoption, and communicate value under the guidance of your manager and or executive sponsor(s)
• Escalation Management:
  • Follow and leverage a standardized process to track open issues with the customer and within Impact, with the goal of providing transparency to open items and a basis for escalation for those efforts that require multiple internal teams to participate
• Project/Task Management:
  • Produce and execute against technical account configuration efforts, coordinating with the Solutions Design and Delivery team as appropriate, to ensure the customer’s technical configuration of the platform enables account management activities
  • Coordinate efforts with the Solutions Design and Delivery team to ensure new technical integrations or highly technical updates are completed in a timely fashion
• Commercial Efforts:
  • Validate and review PPV (Positive Predictive Value) pacing reports to ensure the customer's desired outcomes are on track, and to identify opportunities to upgrade the customer’s contracts in a timely fashion
  • Validate and review customer account funding status to ensure the customer can meet their partner commitments
  • Perform periodic churn risk analysis for the customer to identify opportunities to further engage with the customer and demonstrate the value proposition of the platform
  • Perform a financial analysis to better predict the revenue for the account for the current fiscal quarter, half, year, and next year
  • Help to facilitate all renewal and expansion opportunities
  • Analyse program performance to identify renewal expansion opportunities
  • Partner with managers and executive sponsors for negotiations and executive outreach as it relates to renewal opportunities

What You Have:

• Bachelor or Master degree
• 3+ years direct B2B SaaS sales experience, strong preference towards marketing technology (tracking, measurement, etc)
• 3+ years experience in Marketing Consulting, Customer Success, Account Management, Business Development, or other client-facing roles where you managed a book of clients
• SaaS company experience preferred
• Customer Focus, Commercial Drive, Service-oriented
• Experience with business-to-business commerce and Internet communication software (advantageous)
• Fluent in English and Indonesian

Nice to have:

Affiliate & Partnerships Industry Fundamentals Certification by PXA

Benefits/Perks:

• Unlimited 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 - learning the advanced partnership automation products
• Flexible work hours
• Casual work environment

Impact is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.