Senior Customer Success Manager
$126,000–$126,000 year
Remote
Job Summary
Own a portfolio of 50-75 high-value creator accounts, delivering proactive, strategic guidance to optimize email strategies and drive retention and expansion. Shadow customer calls and review portfolios to understand segmentation and success benchmarks, then implement tests that measure impact on revenue. Build deep fluency in product capabilities and market trends to proactively recommend features and playbooks, acting as a trusted advisor who anticipates needs before they arise. Collaborate cross-functionally with Product, Marketing, and Support to surface creator needs and improve the overall experience. Report to the Manager of the Creator Growth team and work independently in a fully remote environment across North America.
Required Qualifications
- 4+ years in a Customer Success, Account Management, or Creator Partnerships role
- Supporting or working with creators, digital entrepreneurs, or B2C SMBs
- Managing a portfolio of high-value customers with quantifiable impact
- Collaborating cross-functionally with product, support, and marketing
- Leading customer strategy across onboarding, success planning, renewals, risk mitigation, and expansion
- Operating in a fast-paced startup or rapidly scaling SaaS environment
- Strategic yet scrappy; able to zoom in on a customer need and zoom out to spot patterns
- Low ego, high accountability—comfortable taking ownership of outcomes
- Proactive and self-directed with a strong bias for clarity and action
- Curious and deeply invested in understanding customer goals
- Confident navigating ambiguity, independently setting direction, leading strategic conversations with high profile creators, and in creating and executing cross functional projects
- Data-driven and action oriented—you consistently spot areas for improvement, create projects to drive change, and measure the impact of your work
- You treat every interaction as a chance to make someone feel truly taken care of — you notice the small things, act on them without being asked, and go above and beyond to deliver white glove experiences
- You work in public—you're eager to share the wins, losses, and learnings of each project or test, and you collaborate to amplify the expertise of your teammates
- You regularly look for ways to innovate, create solutions or reduce friction for your team or for customers, and you build your own solutions when needed
- You have a deep desire to serve and support others—you are kind, enthusiastic and generous in your nature, and keep the question 'what is best for the creator?' at the center of your work
- Customer success fundamentals (relationship management, value delivery, renewal prep, emotional intelligence)
- Data fluency: email performance metrics, user behavior trends, retention KPIs, utilizing internal tools to create reports and analyze impact
- Clear, consultative communication while providing a while glove service to creators—written, verbal, and async
- Workflow design and process improvement
- CRM tools (e.g., HubSpot) and product usage analytics
- Comfort identifying problems, forming hypotheses, and running them through to measurable impact
- Strong prioritization based on perceived risk, potential growth, strategic value, and renewal timeframe
- Familiarity with tools like Mixpanel, HubSpot, Notion, Slack, and Claude
- Cross-functional collaboration with Product, Support, and Marketing
- Must be available for East Coast time
- Must be based in North America
Desired Qualifications
- Master's degree preferred
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