What are the responsibilities and job description for the Customer Success Manager position at impact.com?
The Company:
impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results.
Your Role at impact.com
As a Customer Success Manager, you are a strategic partner to some of the world’s most recognizable brands. You will become a trusted expert in impact.com’s platform and the broader partnership economy, guiding customers to design, execute, and optimize high-performing partnership programs.
You own the post-sale relationship for a portfolio of clients, acting as their primary advocate, advisor, and point of accountability. Your mission is to ensure customers understand the value impact.com brings to their business by mapping their goals to outcomes; driving adoption of features and products in the impact.com platform, uncovering high potential partners for their program, and providing strategy for long-term growth.
This role sits at the intersection of strategy, technology, and relationships. You will translate complex platform capabilities into clear business outcomes while helping customers evolve their Performance, Creator and Advocate" programs as their goals mature.
What You’ll Do
You will act as a strategic advisor and subject matter expert on the partnership economy, helping customers design, scale, and optimize Performance (affiliate), Creator (influencer), and Advocate (referral) programs aligned to their business goals.
You will own the post-sale relationship for a portfolio of customers by monitoring account health, platform usage, and performance indicators to proactively identify risks and opportunities. You will partner cross-functionally to address potential churn, drive retention, and surface opportunities for expansion through value-based recommendations.
You will build and maintain strong, trust-based relationships with stakeholders at all levels, from day-to-day operators to senior marketing leaders and executives, serving as the primary point of contact and customer advocate. You will regularly conduct business and performance reviews that clearly demonstrate ROI, connect platform outcomes to customer KPIs, and align impact.com’s capabilities with evolving business needs.
You will translate complex product features, data, and insights into clear, actionable recommendations, enabling customers to make informed decisions and continuously improve the effectiveness of their partnership programs.
What You Bring
Needs (Must-Haves)
At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a benefits package that supports your well-being, growth, and work-life balance.
impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results.
Your Role at impact.com
As a Customer Success Manager, you are a strategic partner to some of the world’s most recognizable brands. You will become a trusted expert in impact.com’s platform and the broader partnership economy, guiding customers to design, execute, and optimize high-performing partnership programs.
You own the post-sale relationship for a portfolio of clients, acting as their primary advocate, advisor, and point of accountability. Your mission is to ensure customers understand the value impact.com brings to their business by mapping their goals to outcomes; driving adoption of features and products in the impact.com platform, uncovering high potential partners for their program, and providing strategy for long-term growth.
This role sits at the intersection of strategy, technology, and relationships. You will translate complex platform capabilities into clear business outcomes while helping customers evolve their Performance, Creator and Advocate" programs as their goals mature.
What You’ll Do
You will act as a strategic advisor and subject matter expert on the partnership economy, helping customers design, scale, and optimize Performance (affiliate), Creator (influencer), and Advocate (referral) programs aligned to their business goals.
You will own the post-sale relationship for a portfolio of customers by monitoring account health, platform usage, and performance indicators to proactively identify risks and opportunities. You will partner cross-functionally to address potential churn, drive retention, and surface opportunities for expansion through value-based recommendations.
You will build and maintain strong, trust-based relationships with stakeholders at all levels, from day-to-day operators to senior marketing leaders and executives, serving as the primary point of contact and customer advocate. You will regularly conduct business and performance reviews that clearly demonstrate ROI, connect platform outcomes to customer KPIs, and align impact.com’s capabilities with evolving business needs.
You will translate complex product features, data, and insights into clear, actionable recommendations, enabling customers to make informed decisions and continuously improve the effectiveness of their partnership programs.
What You Bring
Needs (Must-Haves)
- Experience: 3-5 years in Customer Success, Sales/Account Management, or Partnership Marketing within the SaaS industry.
- Domain Knowledge: Familiarity with the affiliate marketing ecosystem, influencer management, or other performance-based advertising channels.
- Technical Aptitude: Ability to translate complex platform features into actionable business strategies for non-technical users.
- Communication: Exceptional presentation skills and the ability to influence decision-makers through data-driven storytelling.
- Organization & Prioritization: Ability to manage multiple accounts, priorities, and deadlines in a fast-paced environment.
- Experience working with enterprise or global accounts.
- Direct experience with affiliate networks, influencer platforms, or partnership management tools.
- Experience running executive-level business reviews.
- Familiarity with marketing analytics, attribution models, or performance reporting.
- Experience working cross-functionally with Product or Engineering teams to influence roadmap or feature adoption.
- This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.
At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a benefits package that supports your well-being, growth, and work-life balance.
- Medical, Dental, and Vision insurance
- Office-only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled
- Flexible spending accounts and 401(k)
- Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life.
- Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health.
- A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
- Investing in Your Growth: We’re committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses.
- Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
- Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.
Salary : $80,000 - $95,000