Customer Success Manager

$80,000 - $90,000/Yr

IMPACT - New York, NY

Full-time - Mid Level

New York, NY

Administrative and Support Services

About the position

As a Customer Success Manager at impact.com, you will be the primary point of contact for clients, leveraging your expertise in the company's software suite to enhance marketing campaigns. This role focuses on providing proactive support, resolving issues, and driving product adoption to ensure customer retention and success. You will need to understand customer needs deeply and possess excellent communication and technical skills to thrive in this position.

Responsibilities

• Deliver world-class support to top clients.
• Maintain a balanced proactive/reactive relationship with assigned accounts.
• Conduct account monitoring, regular check-ins, and relationship building.
• Provide training, product support, and delegate technical issues and feature requests as needed.
• Understand clients' goals and objectives to drive strategic growth.
• Become an expert on the Impact.com platform and stay updated with new features and industry trends.
• Drive product adoption and usage among clients.
• Monitor client health metrics and proactively address potential risks to customer retention.
• Advocate for customers' needs and collaborate with cross-functional teams.

Requirements

• 3+ years of customer success/relationship experience, preferably B2B.
• Must have affiliate marketing experience.
• Bachelor's Degree or equivalent experience in Business, Marketing, or a related field.
• Consistent track record of providing stellar support to customers.
• Strong understanding of the digital marketing ecosystem (Affiliate & Partnerships).
• Detail-oriented with the ability to efficiently prioritize tasks.
• Excellent communication skills and conflict resolution abilities.
• Strong time management skills.

Benefits

• Medical, Dental and Vision insurance
• Unlimited responsible PTO
• Flexible work hours
• Parental Leave
• Technology Stipend
• Catered lunch every Thursday
• Healthy snack bar and great coffee
• Flexible spending accounts
• 401(k)
• Employee-led culture team planning inclusive events