Customer Success Manager

**Our Company**:
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.

If you have a desire to work in an organisation that is:

- Passionate about its people
- Focused on delivering the very best tech to our customers
- Offering the flexibility to work how and where you are most successful
- Obsessed with our customer's success
- The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more
- Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
- Obsessed with making a difference in business and to the wider community

Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi's, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.

**Your Role at Impact**:
The Customer Success Manager (CSM) is responsible for the management of client relationships to promote retention and growth. The CSM develops 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. This position works closely with partnering teams as the client advocate to help develop solutions to meet client goals

A CSM is also a product expert on Impact tools and can assist with training or product support as needed.

It is also the CSM's responsibility to identify upsell opportunities and churn risk early on and manage the situation to find the best outcome possible. It is also the CSMs responsibility to Identify opportunities for up-sells and churn risk early on and manage the situation to find the best outcome possible.

This role reports to a Director of Customer Success.

**What You'll Do**:

- Platform Knowledge : Run platform training and can consult on contracts, finance, ad tracking, and reporting.
- Account Management: Coordinate strategic initiatives with direction from manager.
- Escalation Management: Distill feedback from clients and manage creation of all necessary documentation, including JIRA ticket, project trackers, and SFDC.
- Project/Task Management: Follow established processes for ticket creation and project tracking utilizing JIRA, Project Plans, SFDC, Coordinates status updates from key stakeholders under the guidance of manager.
- Commercial Efforts: Coordinate all renewal and expansion opportunities.

**What You Have**:

- 2-3 years customer service experience, preferably B2B
- Bachelor's Degree (Business, Marketing or related field a plus)
- Consistent track record of providing stellar support to customers
- Strong understanding of the digital marketing ecosystem
- Healthy dose of initiative and the ability to remain flexible
- Detail-oriented and able to efficiently prioritize tasks
- Be a critical thinker and an inventive problem-solver
- Professional communication skills
- Enthusiastic teammate
- Great conflict resolution skills
- Excellent time management skills

**Benefits/Perks**:

- **Casual work environment, including working from home**:

- **Flexible work hours**:

- **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
- **6 month paternity/maternity leave**:

- **Training & Development**
- Learning the advanced partnership automation products
- **Medical Aid and Provident Fund**
- Group schemes with Discovery & Bonitas for medical aid
- Group scheme with Momentum for provident fund
- **Restricted Stock Units**
- 3-year vesting schedule pending Board approval
- **Internet Allowance**:

- **Fitness club fee reimbursements**

**_ 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