Customer Success Director

About impact.com

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 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.  

What You'll Do:

• 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

What You Bring:

• 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 and Perks:

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.

• 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.

impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.