Customer Success Director

As the Customer Success Director, you will be one of the most senior members of the Customer Success team, retaining and growing one of impact.com’s newest and largest customers. You will lead all aspects of customer delivery, including the development of strategic, goal-driven account plans and processes to launch and grow this brand’s new-to-market partnerships program. You will manage a team dedicated to the delivery of industry-leading customer service, as well as leading strategic delivery, overseeing day-to-day service and acting as a senior point of escalation. You will also develop senior level relationships at one of the world’s most prominent brands, ensuring impact.com is deeply embedded within their business and set-up to deliver on ambitious expansion plans across Europe and the rest of the world. The Customer Success Director will also work closely with our Solutions team to develop a world-class technical implementation that will be the foundation for one of the largest partnership programs in Europe.

Responsibilities

Own the day-to-day service delivery and customer relationship for one of Europe’s most exciting brands; Manage a dynamic team of Customer Success Managers to drive strategic growth for one of the company’s largest clients; Project manage stakeholders from the Sales, Product and Solutions teams to ensure a world-class technical set-up fit to deliver a high-growth partnerships program able to work across multiple partner types and accurately measure incremental sales; Drive partnership strategy, including growth, optimisation, new partnership opportunities and platform adoption; Lead business reviews with senior stakeholders from the client and impact.com; Own strategic client delivery, including building and executing account plans to take this brand to next-level performance; Launch and manage partnerships for one of Europe’s most exciting brands into new European markets; Proactively monitor and manage account performance, including budgets, account plan and run-rates; Act as a senior point of escalation, owning client delivery and proactively managing / escalating issues

Requirements

6+ years of experience in an advertiser services role in partner marketing; 2+ years of experience working on partner marketing in the mobile telecoms space, either at a brand or supplier working with a telecoms brand; Strong relationship-building skills with a demonstrated ability to win trust and align diverse stakeholders toward shared business goals; Technical fluency with Salesforce and marketing automation platforms, alongside the ability to master the impact.com platform quickly; Strategic adaptability and the business acumen to switch seamlessly between hands-on campaign execution and high-level partnership strategy; A proactive, collaborative mindset that thrives in a fast-paced environment and enjoys presenting to both small and large audiences

Nice to have

Team management experience; Experience navigating complex, competitive SaaS markets

Benefits

Flexible Working: Responsible PTO policy; Health and Wellness: up to 12 fully covered therapy/coaching sessions per year, additional dependent coverage, and monthly gym reimbursement; A Stake in Our Growth: Restricted Stock Units (RSUs) with 3-year vesting schedule; Investing in Your Growth: free Coursera subscription and PXA courses; Parental Support: 26 weeks fully paid leave for primary caregiver and 13 weeks fully paid leave for secondary caregiver; Technology Financial Support: technology stipend for home office and monthly internet allowance