Senior Customer Success Manager (Agency)

As a Senior Customer Success Manager at impact.com, your main responsibilities include maintaining proactive relationships with your assigned accounts, delivering exceptional support, training clients on the Impact.com platform, monitoring account health, and advocating for client needs within the company. You'll ensure that clients leverage our technology to meet their marketing objectives and drive successful outcomes.

To be successful in the Senior Customer Success Manager role at impact.com, candidates should have a minimum of 3 years of customer success or relationship management experience, preferably in a B2B context. A bachelor's degree in Business, Marketing, or a related field is advantageous, along with a strong understanding of the digital marketing ecosystem and excellent communication skills.

impact.com fosters a culture where ambition and curiosity drive professional growth. As a Senior Customer Success Manager, you'll benefit from continuous training opportunities, access to industry insights, and the chance to collaborate with cross-functional teams. This environment not only supports your development but also acknowledges and rewards your contributions to the company’s success.

The salary for the Senior Customer Success Manager position at impact.com ranges from $80,000 to $95,000 annually, along with a variable commission plan that can add an additional $20,000 to $23,750. Additionally, there are generous stock award options, making this a competitive compensation package.

impact.com offers an attractive array of benefits for its Senior Customer Success Managers, including medical, dental, and vision insurance, unlimited PTO, flexible work hours, parental leave, tech stipends, and an employee-led culture team that organizes inclusive events. With a focus on employee well-being and satisfaction, impact.com strives to create a supportive work environment.

When discussing your approach to building relationships with clients, emphasize your commitment to understanding their unique needs and goals. Highlight the importance of regular communication and how proactive check-ins have helped you maintain strong partnerships and deliver tailored solutions.

To address challenging customer situations, describe your strategy for active listening and empathy. Mention how you assess the situation, identify the root cause of the issue, and work collaboratively with the client to develop a solution that meets their needs while also aligning with company policies.

Discuss your proactive approach in educating clients about new features, conducting regular training sessions, and tracking usage metrics to identify areas where clients could benefit from additional support. Highlight any successful case studies where your guidance contributed to increased product adoption.

Provide a specific example where you identified a customer's pain point, took swift action to address it, and followed up to ensure their satisfaction. Detail the steps you took and the positive outcome that reinforced your dedication to customer success.

Explain the tools and metrics you use to assess client health, such as engagement scores and usage patterns. Discuss how you proactively address any red flags and strategize when a client is at risk of disengagement.

Share your perspective on essential qualities, such as strong communication skills, deep product knowledge, and a customer-focused mindset. Emphasize the importance of adaptability and problem-solving, especially in a dynamic SaaS environment.

Mention the various resources you use to stay informed, including webinars, industry conferences, professional networks, and relevant publications. Discuss how staying current allows you to better serve your clients and anticipate their needs.

Discuss your organizational strategies, such as creating a task list and using project management tools to keep track of your priorities. Emphasize the importance of being responsive to urgent client needs while balancing ongoing strategic initiatives.

Share a successful instance where you gathered insights from your clients, presented their needs to internal teams, and collaborated on enhancements to the service or product. Highlight the positive impact this had on customer satisfaction and loyalty.

Convey your genuine passion for helping businesses thrive through effective partnerships. Discuss how making a positive impact on clients' success motivates you and aligns with your values as a professional.