Customer Success Manager - job 2 of 3

As a Customer Success Manager at impact.com, you will be responsible for managing a portfolio of clients in the DACH region, ensuring retention and growth. Your duties will include delivering top-notch support, maintaining proactive relationships with assigned accounts, monitoring accounts, and building rapport. You'll also handle training sessions and product support, while collaborating closely with cross-functional teams to address any technical issues and feature requests.

To qualify for the Customer Success Manager role at impact.com, you should have at least 4 years of experience in customer success or account management specifically in the partnership or affiliate marketing sector. A Bachelor's Degree in Business, Marketing, or a related field is required, along with a thorough understanding of the influencer marketing ecosystem. Fluency in German and proficiency in English are also essential for effective communication with clients.

impact.com is committed to the professional development of its employees, including Customer Success Managers. With offerings like a free Coursera subscription, training resources, and partnerships for ongoing learning, you’ll have ample opportunities to enhance your skills and grow your career within the company. The work environment also fosters curiosity and initiative, rewarding those who seek to learn and innovate.

The culture at impact.com is vibrant, inclusive, and driven by an entrepreneurial spirit. As a Customer Success Manager, you will be surrounded by talented and fun individuals from diverse backgrounds who are passionate about customer success. The company values your opinions and contributions, creating an environment where your efforts are recognized and celebrated, allowing you to thrive both personally and professionally.

Working at impact.com as a Customer Success Manager comes with a range of attractive benefits. These include a flexible remote working policy, a responsible PTO policy that promotes a healthy work-life balance, and various perks such as gym reimbursements, an internet allowance, and mental health benefits. Additionally, employees receive restricted stock units and other tools to support their overall well-being, ensuring a fulfilling work experience.

Highlight your previous roles and how they relate to customer success management specifically in the partnership and affiliate marketing domain. Mention metrics or achievements that demonstrate your ability to support and retain clients effectively.

Discuss techniques that help you decide which tasks take precedence based on urgency and impact. Mention any tools or methodologies you use to keep track of your tasks and ensure timely follow-ups.

Share specific strategies, such as regular check-ins, personalized communication, and understanding their business needs, that you employ to cultivate strong relationships with clients.

Explain your conflict resolution skills and provide examples of past situations where you successfully resolved client conflicts while ensuring they feel heard and valued.

Talk about any CRM software or customer success platforms you've used, along with any specialized tools relevant to the influencer marketing ecosystem that can support your role.

Discuss the key performance indicators (KPIs) you consider important for assessing client success, such as customer satisfaction scores, retention rates, or engagement metrics, and why they matter.

Reflect on the importance of advocating for the client while also aligning their goals with the company's objectives. Emphasize the role of communication and relationship management.

Provide a real-life example where your efforts resulted in notable improvements for a client, detailing the actions you took and the positive outcomes achieved.

Mention various sources of information, such as industry publications, webinars, networking, and professional development opportunities that help you stay informed.

Reflect on the company's mission, values, and innovative approach that excites you, and explain how your skills align with impact.com’s goals and how you can contribute positively.