customer support
Posted Apr 23Customer Success Director
London, United KingdomOn-site
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
Requirements
- 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.
Experience
- Act as a senior point of escalation, owning client delivery and proactively managing / escalating issues What You Bring: 6+ years of
Benefits
- Experience navigating complex, competitive SaaS markets. Benefits and Perks:
- 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.
- Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage.
- 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.
- 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.
Contact
- 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.
- 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 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.
- At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a
- impact.com is proud to be an equal opportunity workplace.
Additional details
- Its award-winning products— Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform.
- 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.
- 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:
- 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:
- 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.
- We also offer a monthly gym reimbursement policy to support your physical health.
- Investing in Your Growth: We’re committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses.