VP, Customer Success

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:

Reporting to the Chief Customer Officer (CCO), 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

What You Bring:

• 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

Why This Role Matters

Customer Success sits at the heart of impact.com’s growth strategy. This role will shape how customers experience the platform, how teams scale, and how long-term partnerships translate into durable, predictable revenue growth.

If you are a proven Customer Success leader who thrives on building, scaling, and leading with both empathy and rigor—this is a rare opportunity to make a lasting impact.

Salary Range: $303K-$322K per year, potential total on target earnings ($230K-$244K base pay + 32% commission plan), plus eligibility to receive a Restricted Stock Unit (RSU) grant.

*This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

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.

• 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. 

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.

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