At a Glance
- Tasks: Lead customer success for a major brand, driving growth and managing partnerships.
- Company: Join impact.com, the leading platform for commerce partnership marketing.
- Benefits: Enjoy flexible working, wellness support, and stock options.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by shaping partnerships for top global brands.
- Qualifications: 6+ years in partner marketing and strong relationship-building skills required.
The predicted salary is between 51750 - 63250 £ per year.
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 the Customer Success Director, you will be one of the most senior members of the Customer Success team, retaining and growing one of impact.com’s newest and largest customers. You will lead all aspects of customer delivery, including the development of strategic, goal-driven account plans and processes to launch and grow this brand’s new-to-market partnerships program. You will manage a team dedicated to the delivery of industry-leading customer service, as well as leading strategic delivery, overseeing day-to-day service and acting as a senior point of escalation. You will also develop senior level relationships at one of the world’s most prominent brands, ensuring impact.com is deeply embedded within their business and set-up to deliver on ambitious expansion plans across Europe and the rest of the world. The Customer Success Director will also work closely with our Solutions team to develop a world-class technical implementation that will be the foundation for one of the largest partnership programs in Europe.
What You'll Do:
- Own the day-to-day service delivery and customer relationship for one of Europe’s most exciting brands
- Manage a dynamic team of Customer Success Managers to drive strategic growth for one of the company’s largest clients
- Project manage stakeholders from the Sales, Product and Solutions teams to ensure a world-class technical set-up fit to deliver a high-growth partnerships program able to work across multiple partner types and accurately measure incremental sales
- Drive partnership strategy, including growth, optimisation, new partnership opportunities and platform adoption
- Lead business reviews with senior stakeholders from the client and impact.com
- Own strategic client delivery, including building and executing account plans to take this brand to next-level performance
- Launch and manage partnerships for one of Europe’s most exciting brands into new European markets
- Proactively monitor and manage account performance, including budgets, account plan and run-rates
- Act as a senior point of escalation, owning client delivery and proactively managing / escalating issues
What You Bring:
- 6+ years of experience in an advertiser services role in partner marketing
- 2+ years of experience working on partner marketing in the mobile telecoms space, either at a brand or supplier working with a telecoms brand
- Strong relationship-building skills with a demonstrated ability to win trust and align diverse stakeholders toward shared business goals.
- Technical fluency with Salesforce and marketing automation platforms, alongside the ability to master the impact.com platform quickly.
- Strategic adaptability and the business acumen to switch seamlessly between hands-on campaign execution and high-level partnership strategy.
- A proactive, collaborative mindset that thrives in a fast-paced environment and enjoys presenting to both small and large audiences.
Nice to Have:
- Team management experience.
- Experience navigating complex, competitive SaaS markets.
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.
Customer Success Director in London employer: Impact Tech
At impact.com, we pride ourselves on being an exceptional employer that prioritises employee well-being and growth. Our flexible working environment, comprehensive health benefits, and commitment to continuous learning create a supportive culture where you can thrive both personally and professionally. As a Customer Success Director, you'll have the unique opportunity to lead strategic initiatives for one of Europe's most exciting brands while enjoying a stake in our company's growth through RSUs and a generous parental leave policy.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Director in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Impact Tech. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Impact Tech before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Director in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Impact Tech:Your cover letter is your chance to shine! Tell us why you want to work at Impact Tech specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Impact Tech!
How to prepare for a job interview at Impact Tech
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
