Senior Customer Success Manager at Impact.com · Shanghai

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 Senior Customer Success Manager, you will be an incredible product expert! This involves utilizing our software suite to build stronger & more successful marketing campaigns. Portraying good business sense, a solid understanding of the digital ecosystem and being a critical thinker will have you shining and growing every day at Impact. What You'll Do: Platform Knowledge : Run platform training and can consult on contracts, finance, ad tracking, and reporting. Account Management: Coordinate strategic initiatives with direction from manager. Customer Communications: Coordinate  communication including customer facing messaging regarding initiatives, outages, marketing efforts, etc. under the guidance of the manager. ensures clients communication including email, ticketing, and slack is documented in SFDC. Escalation Management: Distill feedback from clients and manage creation of all necessary documentation, including JIRA ticket, project trackers, and SFDC. Project/Task Management: Follow established processes for ticket creation and project tracking utilizing JIRA, Project Plans, SFDC, Coordinates status updates from key stakeholders under the guidance of manager. Commercial Efforts: Coordinate all renewal and expansion opportunities. What You Bring: Bachelor's Degree (Business, Marketing or related field a plus) 5-8 years of customer service experience, preferably B2B Consistent track record of providing stellar support to customers. Solid understanding of the digital marketing ecosystem A healthy dose of initiative and the ability to remain flexible Detail-oriented and able to effectively prioritize tasks Be a critical thinker and an inventive problem-solver Professional interpersonal skills Enthusiastic teammate Phenomenal conflict resolution skills Excellent time management skills 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. 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.