Customer Success Director

About impact.com

impact.com is the world’s leading partnership management platform, transforming how businesses create and manage all types of partnerships. Our unified suite of products—including a robust platform for both affiliate and influencer marketing—enables brands, publishers, and agencies to automate and scale their partnership programs. By providing a single platform for the entire partnership lifecycle, we empower businesses to drive significant growth and build authentic, performance-based relationships.

Your Role at impact.com

As the Customer Success Director for Italy, you will be the strategic architect of our clients' success. This is not a traditional account management role. You will act as a trusted consultant and expert in the partnership economy, guiding Italy's leading brands to build, scale, and optimize their affiliate and influencer marketing programs on the impact.com platform.

Your mission is to go beyond software adoption; you will immerse yourself in our clients' business objectives, acting as an extension of their team to develop comprehensive business plans that unlock new revenue streams and drive sustainable growth through their entire partnership ecosystem. You will lead a dedicated team of Customer Success Managers, mentoring them to become elite partnership strategists.

What You'll Do (Key Responsibilities)

We have structured this role around the core pillars of strategic client development and partnership expertise.

Strategic Business Planning & Client Growth

• Develop Growth Blueprints: Author and implement comprehensive business plans for each client, focusing on expanding their partnership program across both affiliate and creator channels to achieve their specific commercial goals.
• Own the Commercial Relationship: Drive all commercial aspects of the client lifecycle, including renewals, forecasting, and identifying significant upsell and cross-sell opportunities, particularly with our Creator (influencer marketing) platform.
• Data-Driven Consulting: Conduct deep analysis of client program performance, market trends, and competitive landscapes to provide actionable, data-backed recommendations that drive strategic decisions and unlock growth.
• Executive Quarterly Business Reviews: Lead high-level strategic meetings (QBRs) with client leadership, presenting performance insights, financial analysis, and long-term growth and product  roadmaps that demonstrate the ROI of their total partnership investment.

Partnership Program Development (Affiliate & Influencer Focus)

• Act as a Partnership Consultant: Serve as the primary strategic advisor for your clients' partnership programs. Advise them on best practices for both traditional affiliate management and modern influencer marketing campaigns.
• Holistic Partnership Strategy: Guide clients in diversifying their partner mix, from top-funnel content publishers to micro and macro-influencers, strategic B2B partners, and loyal brand advocates.
• Influencer Program Development: Specifically coach clients on influencer discovery, negotiation, campaign execution, and ROI measurement. Help them build authentic, performance-based relationships with creators that drive both brand awareness and conversions.
• Program Optimization: Proactively monitor the health of client partnership programs, identifying opportunities to improve performance, mitigate fraud, and ensure all partners are engaged and effective.
• Cross-Functional Collaboration: Serve as the client's advocate within impact.com, collaborating closely with our Publisher Development, Sales, and Product teams to align resources that directly support your clients' partnership growth.

Team and Platform Leadership 

• Mentor a High-Performing Team: Lead, coach, and develop a team of Customer Success Managers, fostering a culture of strategic consulting, commercial acumen, and deep expertise in the entire partnership economy, including the creator space.
• Champion Platform Adoption: Ensure your book of clients and team are leveraging the full capabilities of the impact.com platform, connecting advanced features directly to strategies that solve client challenges and accelerate their growth.
• Voice of the Customer: Act as a critical feedback loop to our Product and Engineering teams, translating client needs and market opportunities into actionable insights that shape the future of our platform.

What You Bring to the Role

• 6+ years of experience in Account Management, Customer Success, or Partnership Marketing, ideally within a SaaS, MarTech, affiliate network, or influencer agency environment.
• Deep, hands-on understanding of the partnership marketing landscape. You should be fluent in the strategies and tactics of both affiliate marketing and the creator economy.
• 3+ years of experience in a people management role, with a proven ability to mentor a team towards strategic and commercial excellence.
• Commercial Acumen: A strong track record of managing a book of business, including forecasting, managing renewals, and identifying expansion opportunities.
• Consultative Mindset: You are a natural problem-solver who enjoys building relationships with senior decision-makers and becoming a trusted, strategic advisor.
• Communication: Exceptional professional fluency in both Italian and English is required.
• Technical Aptitude: Experience with CRM software (Salesforce preferred) and a strong ability to analyze data to create compelling narratives.

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.