Job description
Our Company:
At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!
impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal and Fanatics visit www.impact.com.
Your Role at impact.com:
The Senior Customer Success Manager / Team Lead is responsible for managing key client relationships across SEA, driving retention and growth through strategic, goal-oriented account planning. Acting as a client advocate, this role collaborates closely with cross-functional teams to develop tailored solutions and ensure client success. As a product expert, the Senior CSM provides training and support, identifies upsell opportunities, and mitigates churn risks. In their team lead capacity, they also mentor and support the wider Customer Success team, ensuring consistent excellence across the region.
This role reports to the RVP of Customer Success, APJ.
What You’ll Do:
- Platform Expertise: You’ll act as a subject matter expert on the Impact platform, not just knowing the features, but knowing how to tie them directly to client outcomes. You’ll drive adoption, share best practices, and support both clients and teammates in making the most of our tools with minimal oversight.
- Strategic Account Management: You’ll lead key client relationships, manage executive business reviews, and shape long-term account strategies. Working closely with Sales and leadership, you’ll identify growth opportunities, present strategic plans, and ensure every client gets maximum value from our partnership.
- Escalation & Stakeholder Management: When issues arise, you’ll be the point of coordination, distilling client feedback, managing comms, and driving resolution through collaboration with internal teams. You’ll keep things moving and everyone aligned.
- Project/Task Oversight: You’ll keep projects and priorities organized using tools like JIRA and Salesforce. You’ll be trusted to update stakeholders, manage blockers, and maintain momentum without needing to be micromanaged.
- Renewals & Commercial Strategy: From contract renewals to expansion planning, you’ll play a key role in commercial efforts, building proposals, analysing performance, and collaborating with global and executive stakeholders to shape the direction of renewals.
Team vision, management + recruitment
Setting the theme and vision for CS in SEA
Lead the Customer Success function in SEA ensuring that goals are achieved as well as increasing the customer satisfaction
Acts as a mentor and escalation point to SEA CSMs direct reports for all topics.
Accountable for all personnel decisions related to customer success roles.
Be a role model for the team:
Lead the team with process requirements and activity tracking
Lead the team with growth and retention activities
Lead the team by setting a good example
What You Have:
- MarTech/Saas experience
- Customer Obsessed and Service-oriented
- Initiative
- Result-oriented
- Values Long-Term Customer Success
- 3+ years Customer Success experience
- Affiliate experience desired.
- Negotiating experience
Benefits
- Private Health Insurance
- Internet Allowance
- Fitness Activity Reimbursement
- Flexible remote working policy
- Training & Development - Free Coursera Subscription and PXA partnerships learning
- Technology stipend
- Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage Health Insurance
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.
