Customer Success Director at impact.com

Plainview, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing Technology, SaaS, Affiliate MarketingIndustries

Requirements

5+ years Account Management or Customer Success experience, preferably B2B
Bachelor's Degree (Business, Marketing or related field a plus), or equivalent experience
Consistent track record of providing stellar support to customers
Strong understanding of the digital marketing ecosystem
Proficient in leveraging technology solutions, with a focus on SaaS and marketing tools
A healthy dose of initiative and the ability to remain flexible
Detail-oriented and able to efficiently prioritize tasks
Critical thinker and inventive problem-solver
Proven track record of quality verbal and written communication skills
Customer-focused, commercially minded, service-oriented
Enthusiastic teammate
Great conflict resolution skills
Excellent time management skills
Nice to have
Affiliate & Partnerships Industry Fundamentals Certification by PXA

Responsibilities

Deliver world-class support to our top clients
Maintain a balanced proactive/reactive relationship with your assigned accounts
Enhance Impact's presence within client organizations by cultivating relationships and conducting strategic review sessions with senior decision-makers
Partner with our Sales organization to identify and capitalize on upsell and expansion opportunities
Dedicated duties include account monitoring, regular check-ins and relationship building
Reactive duties include training, product support, and appropriate delegation when technical issues and feature requests arise
Develop strategic, goal-driven account plans and processes to ensure productive partnerships with our top clients
Build stronger & more successful marketing campaigns for your portfolio of brands

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementStrategic PlanningClient RelationshipsDigital MarketingPartnership ManagementUpsell StrategiesTechnical AptitudeSales CollaborationEnterprise Management

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Director role?

Candidates need 5+ years of Account Management or Customer Success experience, preferably B2B, along with a Bachelor's Degree or equivalent experience and a consistent track record of providing stellar customer support.

What key skills are needed for this position?

Required skills include a strong understanding of the digital marketing ecosystem, proficiency in leveraging SaaS and marketing tools, critical thinking, inventive problem-solving, and excellent verbal and written communication skills.

What does a typical day look like for a Customer Success Director?

You'll deliver world-class support, maintain proactive/reactive relationships with accounts, conduct strategic reviews with senior decision-makers, partner with Sales for upsell opportunities, and handle account monitoring, check-ins, training, and product support.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this Customer Success Director position remote?

This information is not specified in the job description.

impact.com

Partnership automation platform for businesses

About impact.com

Impact.com specializes in partnership automation within the digital marketing and advertising sector. The company provides a software platform that enables businesses to manage and optimize various types of partnerships, including affiliates and influencers. This platform automates key processes such as tracking, reporting, and payment processing, which helps clients save time and resources while focusing on growth strategies. Impact.com differentiates itself from competitors through its extensive global presence, with offices in major cities around the world, allowing for localized support. The company's goal is to help enterprises and large organizations scale their growth effectively through efficient partnership management, with a revenue model based on subscription fees for access to its SaaS platform.

Santa Barbara, CaliforniaHeadquarters

2008Year Founded

$322.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Unlimited Paid Time Off

Remote Work Options

Mental Health Support

Company Equity

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Parental Leave

Gym Membership

Phone/Internet Stipend

Home Office Stipend

Risks

Emerging partnership management platforms increase competition, potentially eroding market share.

AI-driven marketing tools may outpace impact.com's technology, risking client attrition.

Stringent data privacy regulations could raise compliance costs and complexity.

Differentiation

Impact.com offers a comprehensive partnership management platform since 2008.

The platform supports diverse partnerships, including affiliates, influencers, and B2B.

Global presence with offices in major cities enhances localized support and expertise.

Upsides

Launch of impact.com/advocate expands into referral marketing, driving new revenue streams.

Recognition as #1 affiliate network for 2024 boosts brand credibility and client attraction.

Strategic partnerships with brands like HSN and VistaPrint indicate strong market position.

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