Customer Success Director

As a Customer Success Director (CSD) at impact.com, you will play a key individual contributor role in managing enterprise-level client relationships to promote retention and growth. You will develop strategic, goal-driven account plans and processes to ensure productive partnerships with our top clients. Capitalizing on our software suite, you’ll build stronger & more successful marketing campaigns for your portfolio of brands. This role requires a strong technical aptitude, a solid understanding of the digital ecosystem, and the ability to think critically. Your contribution will be essential to our clients' success and the growth of our business.

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

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

Benefits

Additional 25% Variable Commission Plan; Strong extended health benefits (Health & Prescription coverage, vision and dental care, virtual health care, out-of-country medical coverage); Insurance coverage (life, short-term disability, long-term disability); Health Care Spending Account; Two different Employee Assistance Programs; Flexible Working (Responsible PTO policy); Mental health and wellness benefit (up to 12 fully covered therapy/coaching sessions per year); Monthly gym reimbursement; Restricted Stock Units (RSUs) as part of total compensation with 3-year vesting schedule; Free Coursera subscription; PXA courses; Parental leave (26 weeks fully paid for primary caregiver, 13 weeks for secondary caregiver); Technology stipend to set up home office and monthly allowance for internet expenses