Customer Success Manager

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 a Customer Success Manager based in our Sydney office, you will be the strategic partner for our leading clients across the ANZ region, ensuring they thrive and scale within our ecosystem. You’ll go beyond traditional support to act as a high-level consultant, helping world-class brands solve complex marketing challenges and achieve measurable growth. This is a pivotal role for a relationship-driven professional who wants to shape the future of partnership marketing in a fast-evolving, global tech environment.

What You'll Do:

• Drive strategic platform adoption by acting as a subject matter expert, consulting on advanced configurations, tracking technology, and actionable reporting to ensure clients maximize their ROI.
• Lead executive business reviews and partner with internal stakeholders to develop and present high-impact account plans that align with our clients' long-term business goals.
• Own the commercial lifecycle of your accounts, identifying and executing renewal and expansion opportunities while managing pricing proposals and performance-based contract goals.
• Act as a dedicated client advocate, distilling complex feedback into technical requirements for our Product and Engineering teams to continuously improve the impact.com platform.
• Proactively manage account health by identifying churn risks early and collaborating with leadership to implement creative solutions that ensure long-term customer success.

What You Bring:

• 3+ years of experience in a SaaS-based sales or account management role, specifically within a fast-paced technology company.
• Proven expertise in the ad-tech or mar-tech space, with a strong understanding of media buying or selling and partnership marketing fundamentals.
• Confidence navigating executive-level relationships, with the ability to influence stakeholders and lead high-stakes negotiations and business reviews.
• A proactive, solutions-oriented mindset and the ability to work independently to solve technical and strategic challenges for global brands.
• A collaborative approach to growth, thriving in a team environment where you regularly coordinate with Sales, Product, and Finance teams.

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.