Role Title: RVP Customer Success

The Company: 

At impact.com our culture is our soul. We are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal, Fanatics and Levi’s, visit www.impact.com.

Why this role is exciting!

The RVP is a key member of the Customer Success Leadership Team managing one of the core business segments (Enterprise). They are focused on the demand side of our marketplace and retention and growth of our same customer revenue for our Enterprise clients. The RVP of Customer Success will be responsible for developing and implementing strategies to ensure that our Enterprise brand customers are successful in achieving their desired outcomes with our partnerships management platform, products, and services. The RVP works closely with other cross-functional leaders to drive customer satisfaction and retention, GMV/GTV/revenue growth, as well as being a voice for customer advocacy inside of the company.

What you will be doing: 

• Build and lead a high-performing customer success team by mentoring and coaching, guiding them to find solutions, running collaborative team calls, and acting as an executive sponsor on accounts. 
• Develop and track customer success metrics to ensure customer satisfaction, retention, transaction volume, marketplace metrics, and revenue growth goals are achieved
• Establish and maintain relationships with key customers to understand their needs and ensure their success. Assist in identifying new revenue opportunities from new buying centers, proactive partnerships strategy vs affiliate, product lines, geos, subsidiaries, or parent companies. 
• Influence the engagement and buying behavior of our largest brand clients resulting in different forms of transactions that drive GMV and GTV. 
• Collaborate with other departments, including sales, support+onboarding, marketing, and product, to identify opportunities to improve the customer experience and drive revenue growth
• Perform regular cadence of portfolio reviews as well as quarterly analysis of Enterprise brand side programs, processes, and outcomes in preparation for internal business reviews with senior leadership.
• Oversight of successful execution and optimization of key brand facing processes:
• Account Planning
• Quarterly/Annual Business Reviews
• Portfolio Reviews, Daily Heartbeat, Customer Check-ins, Partnerships Planning
• Proactive Churn Prevention

Does this sound like you?  

• Bachelor’s degree in a technical, business or marketing discipline ideal or equivalent experience.
• 10+ years in Account Management or Customer Success in a technology company.
• 3-5 years experience in People Management of high performing teams.
• Digital marketing experience preferred.
• Proven track record of quality verbal and written communication skills. 
• Customer Focused, Commercially-minded, Service-oriented
  
  

Salary range: $130,000-$160,000 per year, additional 25% variable compensation plan ( Additional $32,500-$40,000)for an OTE of $162,500K- $200,00 per year, plus eligibility to receive Restricted Stock Unit (RSU) grant.

*This role is hybrid with expectations to be in the office 2 days a week minimum. 

*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 (Perks):

• Medical, Dental and Vision insurance
• Unlimited responsible PTO
• Flexible work hours
• Parental Leave
• Free Affiliate & Partnerships Industry Fundamentals Certification by PXA.
• Catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled. 
• Flexible spending accounts and 401(k)
• An employee-led culture team that plans inclusive events- meaning time together and other events to celebrate our many successes!
• An established company with a cool, high-velocity work ethos, where each person can make a difference!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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