Customer Success Director

Impact.com • Santa Barbara, CA

83d • $110,000 - $135,000

About The Position

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.

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 Haves

• Affiliate & Partnerships Industry Fundamentals Certification by PXA

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

Benefits

• 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, and more)
• Health Care Spending Account
• Two different Employee Assistance Programs
• Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge
• Health and Wellness: 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
• Investing in Your Growth: We’re committed to your continuous learning with free Coursera subscription and PXA courses
• Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees