VP, Customer Success

Impact.com•New York City, NY

2d•Hybrid

About The Position

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 : The Vice President of Customer Success (VP, CS) is responsible for building, scaling, and leading a world-class Customer Success organization that operates as a core growth engine for impact.com. This leader will drive net revenue retention, expansion, and long-term customer value across impact.com’s customer base. This role owns the full post-sale customer lifecycle—adoption, value realization, renewal, and expansion—while evolving Customer Success into a predictable, forecastable commercial motion. You will partner closely with Sales, Product, Marketing, and Finance to ensure customer outcomes directly translate into measurable revenue impact. This is a builder, operator, and transformation leadership role. You will design the operating model, implement scalable playbooks, operate as a people-centered change agent, and build a best-in-class team—while consistently delivering against ambitious growth targets. What You'll Do: Revenue Growth & Commercial Ownership Consistently exceed commercial targets in line with company growth plans Establish Customer Success as a reliable, forecastable revenue engine Drive executive-level engagement with high-value and strategic advertiser accounts Translate customer outcomes into clear, measurable commercial impact Partner closely with Sales on account strategy, renewals, upsells, forecasting, and deal structuring Customer Success Strategy & Execution Design and execute a scalable Customer Success operating model Segment customers and align coverage models (high-touch, tech-touch, pooled) Build and operationalize repeatable playbooks that scale across customer tiers Define success plans tied directly to customer business objectives and KPIs Ensure consistent, high-quality value delivery throughout the customer lifecycle Leadership, Transformation & Team Development Build, mentor, and lead a high-impact team of Customer Success leaders and managers Operate as a change agent, guiding teams through meaningful transformation with clarity, empathy, and strong execution discipline Set clear performance expectations aligned to customer outcomes, retention, and revenue growth Raise the bar through intentional hiring, coaching, and development to build a best-in-class organization Foster a culture that is humble, kind, highly accountable, and relentlessly execution-focused Partner with HR to shape hiring strategy, career progression, leadership development, and succession planning Data, Systems & Scale Define, track, and operationalize core CS metrics, including NPS, CSAT, churn, GDR, and NDR Use data and insights to proactively identify risk, expansion, and lifecycle optimization opportunities Implement and optimize CS tooling to scale account health monitoring and proactive engagement Drive increased feature adoption, platform usage, and GTV growth Build scalable processes that support rapid growth without sacrificing customer experience Cross-Functional Collaboration Serve as the voice of the customer at the executive leadership level Act as a trusted collaborator who moves fast and makes high-quality decisions Partner deeply with Sales on renewals, upsells, cross-sells, forecasting, and long-term account strategy Influence Product roadmap decisions using customer insights, adoption data, and market feedback Collaborate with Marketing on advocacy programs, case studies, and reference management Align with Finance on forecasting, churn analysis, and revenue predictability

Requirements

12+ years of experience in Customer Success, Account Management, or Commercial Leadership
Deep expertise in martech, affiliate marketing, and/or programmatic advertising
Proven experience managing enterprise through SMB customer portfolios
Demonstrated ownership of renewals, upsells, cross-sells, and expansion
Strong track record of exceeding retention and revenue growth targets
Hands-on experience designing, implementing, and scaling CS playbooks and operating models
Proven ability to lead through complexity and change in high-growth environments
A leadership style that is humble, kind, decisive, and execution-oriented
Highly collaborative, with the ability to move fast and make sound decisions
Must be based in New York City

Responsibilities

Consistently exceed commercial targets in line with company growth plans
Establish Customer Success as a reliable, forecastable revenue engine
Drive executive-level engagement with high-value and strategic advertiser accounts
Translate customer outcomes into clear, measurable commercial impact
Partner closely with Sales on account strategy, renewals, upsells, forecasting, and deal structuring
Design and execute a scalable Customer Success operating model
Segment customers and align coverage models (high-touch, tech-touch, pooled)
Build and operationalize repeatable playbooks that scale across customer tiers
Define success plans tied directly to customer business objectives and KPIs
Ensure consistent, high-quality value delivery throughout the customer lifecycle
Build, mentor, and lead a high-impact team of Customer Success leaders and managers
Operate as a change agent, guiding teams through meaningful transformation with clarity, empathy, and strong execution discipline
Set clear performance expectations aligned to customer outcomes, retention, and revenue growth
Raise the bar through intentional hiring, coaching, and development to build a best-in-class organization
Foster a culture that is humble, kind, highly accountable, and relentlessly execution-focused
Partner with HR to shape hiring strategy, career progression, leadership development, and succession planning
Define, track, and operationalize core CS metrics, including NPS, CSAT, churn, GDR, and NDR
Use data and insights to proactively identify risk, expansion, and lifecycle optimization opportunities
Implement and optimize CS tooling to scale account health monitoring and proactive engagement
Drive increased feature adoption, platform usage, and GTV growth
Build scalable processes that support rapid growth without sacrificing customer experience
Serve as the voice of the customer at the executive leadership level
Act as a trusted collaborator who moves fast and makes high-quality decisions
Partner deeply with Sales on renewals, upsells, cross-sells, forecasting, and long-term account strategy
Influence Product roadmap decisions using customer insights, adoption data, and market feedback
Collaborate with Marketing on advocacy programs, case studies, and reference management
Align with Finance on forecasting, churn analysis, and revenue predictability

Benefits

Medical, Dental, and Vision insurance
Office-only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled
Flexible spending accounts and 401(k)
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.

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