Our Company:
At impact.com 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 and Fanatics visit www.impact.com.
Your Role at impact.com:
The Customer Success Operations and Admin Specialist plays a critical role in ensuring the operational efficiency of the Customer Success team. This role focuses on handling administrative tasks, supporting day-to-day customer success operations, optimising internal processes, and managing customer data. You will be working closely with the Customer Success Manager, Account Managers, and other cross-functional teams to help them deliver outstanding service to our clients.
What You'll Do:
- Customer Success Operations Support:
- Assist in the development and execution of processes that improve customer renewals, upsell and retention.
- Monitor customer health data and usage metrics, providing reports and insights to the Customer Success team.
- Supports the Customer Success team in monitoring program performance to identify churn risk and renewal/upsell opportunities.
Administrative Support:
- Maintain and update customer records in Salesforce with accurate and up-to-date information.
- Submit all relevant tickets and requests to finance and legal to complete all the renewals and upsells on time.
- Coordinate and manage customer surveys, feedback loops, and reports.
- Coordinates feedback from clients shared with CSMs and manages the creation of all necessary documentation, including JIRA tickets, project trackers, and SFDC.
Process Optimisation and Documentation:
- Develop, implement, and improve internal workflows and best practices for the Customer Success team.
- Assist in creating training materials, knowledge base articles, and process documentation for internal use.
Customer Communication & Engagement:
- Help coordinate customer training sessions and webinars.
- Support the creation of customer newsletters, updates, and other engagement materials.
- Support the creation and distribution of customer testimonials and case studies for marketing purposes.
Reporting and Analytics:
- Generate regular reports on customer success metrics, trends, and account status updates.
- Track customer renewals, upsells, and cross-sell opportunities.
- Analyze operational data to identify bottlenecks or opportunities for process improvement.
What You Have:
- Experience:
- 2+ years in a customer-facing or operational role, ideally in Customer Success, Account Management, or a similar customer support function.
- Experience with CRM software (Salesforce, HubSpot, Zendesk, etc.) and other customer success tools.
- Strong administrative experience, with a knack for managing multiple tasks and priorities.
- Skills & Competencies:
- Strong organizational and time management skills.
- Excellent communication skills (written and verbal).
- Ability to work independently and collaboratively in a fast-paced environment.
- Analytical mindset with experience in creating reports and tracking KPIs.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) or Google Workspace.
- Education:
- Bachelor’s degree in Business Administration, Communications, or a related field (preferred but not required).
- Other:
- Positive, solution-oriented mindset with a passion for customer success.
- Strong attention to detail and a proactive approach to problem-solving.
- Ability to maintain confidentiality and handle sensitive customer data responsibly.
Nice to have:
Benefits
- Private Health Insurance
- Internet Allowance
- Fitness Activity Reimbursement
- Flexible remote working policy
- Training & Development - Free Coursera Subscription and PXA partnerships learning
- Technology stipend
- Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage
- Health Insurance
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.
