Senior Customer Success Manager

About the OpportunityThe company is an email-first operating system for creators who mean business. It helps creators grow and monetize their audience with ease. For coaches, YouTubers, authors, podcasters, and other creatives, it serves as a premier marketing hub to grow audiences, automate email marketing, and sell digital products—all within one platform. More importantly, there is a team deeply committed to helping creators earn a living. The organization is on a mission to help creators earn $1 billion using its creator marketing platform. The company has always been 100% independent and 100% remote. The organization is proud to have built a product that its customers love, and it seeks individuals with enthusiasm and belief in its mission, vision, and values to join the team. The company is also embracing AI thoughtfully—both in how it builds and how it hires to ensure the team is adaptable, innovative, and ready for what's next. The RoleThe organization is deepening its commitment to strategic, high-touch customer success management for its creators. It is looking for a Senior Creator Growth Manager to act as a trusted advisor to its highest-impact accounts—helping them grow their businesses by optimizing their email strategy and fully leveraging the platform, while positively impacting retention and expansion for the business. The approach to creator experience is akin to a great host thinking about a guest—not just solving problems when they arise, but anticipating needs before they are asked, and delivering an exceptional, personalized experience. This is a full-time individual contributor role for someone who builds real relationships with creators, spots growth opportunities before they are obvious, and turns customer goals into strategy—all while working independently and using data to understand what is effective. Your Support SystemThe role reports to the Manager of the Creator Growth team and collaborates closely with Creator Growth Managers, Deliverability Specialists, Sales and Onboarding Team Members, and Product Managers. What You'll DoFirst Week: Dive into core systems, including the platform's core systems, internal success workflows, and reporting tools. Participate in Get To Know You sessions to meet the distributed team and build foundational context on the company culture and creator community. First Month: Begin shadowing customer calls and reviewing creator portfolios to understand customer segmentation, goals, and success benchmarks. Start managing a small group of creators to gain hands-on experience with the success methodology and internal playbooks. While not owning a renewal and expansion quota from Day One, influence revenue through retaining and expanding customers. As a team, the organization is implementing team and individual renewal and expansion targets, and is eager to run tests, measure impact, and scale what works. Look for moments to go beyond the standard playbook—a well-timed check-in, a personal touch, something that makes a creator feel genuinely seen rather than managed. First Six Months: Own a portfolio of 50-75 high-value creator accounts, delivering proactive, strategic guidance and implementing strategic initiatives and tests that drive measurable business outcomes, like retention and expansion. Establish strong relationships with creators and their teams built on trust and credibility. Collaborate cross-functionally to ensure creator needs are surfaced internally, and partner with Product, Marketing, and Support to improve the creator experience. Drive feature adoption and increase customer engagement. Build deep fluency in high-performing strategies, market trends and insights, and the platform's product roadmap and capabilities to proactively recommend the right playbooks and features for each creator, not just react to their questions. First Year: Become a strategic pillar on the Creator Growth team. Develop account plans and success strategies that support scalable growth across the portfolio, to un-owned accounts, all the way through Product and Lifecycle Marketing efforts. Identify patterns in creator needs, surface insights to the broader team, and contribute to evolving the customer success framework as the organization scales. Be a go-to product expert on the team, someone Product, Support, and Marketing loop in when they want to know how a feature actually lands with creators in the field. What Will Set You Up for SuccessSkillsCustomer 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: providing white-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: such as Mixpanel, HubSpot, Notion, Slack, and Claude.Cross-functional collaboration: with Product, Support, and Marketing. Experiences4+ 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. TraitsStrategic 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: consistently spotting areas for improvement, creating projects to drive change, and measuring the impact of work.Treats every interaction as a chance to make someone feel truly taken care of: notices small things, acts on them without being asked, and goes above and beyond to deliver white-glove experiences.Works in public: eager to share wins, losses, and learnings of each project or test, and collaborates to amplify the expertise of teammates.Regularly looks for ways to innovate, create solutions or reduce friction: for the team or for customers, and builds own solutions when needed.Deep desire to serve and support others: kind, enthusiastic, and generous in nature, keeping the question "what is best for the creator?" at the center of work. What Won't Set You Up for SuccessSeeking highly structured environments with little ambiguity.Viewing Customer Success as reactive support rather than a strategic growth function.Being uncomfortable taking initiative or experimenting in the face of uncertainty.Looking to others to take ownership and provide solutions.Struggling to context switch and manage multiple priorities at once.Waiting for permission or guidance to execute, problem-solve, or develop projects. Working Hours and LocationThe organization is 100% remote with team members across the globe. It is looking for someone in North America for this role. Work is primarily on East Coast time, so individuals based on the West Coast might have a few early mornings. Efforts are made to keep things reasonable, but some time zone juggling comes with the territory. Compensation + Perks + BenefitsThe company has standardized salaries based on position, no matter where you live. For this role, the hiring level is Level 3 ($126,000). Level is determined based on experience and the interview process. Perks + Benefits Include:Profit SharingCompany equity401k with a 5% matchCoverage up to $2,100 per month toward medical premiums, with dental and vision premiums fully covered. Health Insurance plans are offered through Aetna.$2,000 equipment allowance for the first two years, $1,000 budget every following two years. Company-provided laptops are issued to every team member and are not included in the equipment budget.Individual learning + development budget ($3,500/year).Gender affirming benefits.Childcare benefit up to $3,000 annually through JOON.Twenty (20) days of paid time off during each year of employment.Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where fully unplugged from work.Ten (10) paid holidays a year.Two weeks of paid sick time each year, including mental health + well-being days.Twelve (12) weeks paid parental leave and flexible scheduling in the child’s first year.Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in the first six months.Winter Break Closure: The company closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season. Essential support services remain available, with teams coordinating to ensure coverage during this period.Four-week, paid sabbatical after five years with the team.Fantastic in-person or virtual retreats with the team twice a year.