Senior Manager, Customer Success

Senior Manager, Customer Success

As Senior Manager of Customer Success, you will play a key leadership role within CreatorIQ’s Enterprise Customer Success organization, leading and developing a team of Customer Success Partners responsible for some of our most complex and high-value customers.

You will be accountable for driving strong execution across your team and portfolio, including customer value realization, retention, renewal readiness, risk management, forecasting, and growth. You will also serve as an escalation point and strategic partner for selected Enterprise customers, working alongside senior CS leadership on our most complex global relationships.

This role requires a strong combination of people leadership, commercial acumen, Enterprise Customer Success experience, and meaningful knowledge of creator and influencer marketing. You will coach your team to move beyond reactive account management toward strategic, value-led customer partnerships, while building trusted relationships with senior marketing stakeholders and helping customers mature their creator marketing programs.

Working closely with Customer Success leadership, Sales, Product, Insights, Education, Implementation, and Support, you will translate our Enterprise CS strategy into consistent execution across the team — strengthening customer health, improving retention and growth outcomes, and raising the standard of strategic customer engagement.

In this role, you’ll get to:

• Lead, coach, and develop a team of Customer Success Partners, owning performance management, career development, accountability, and succession planning.

• Drive retention, renewal readiness, forecasting, customer risk management, and expansion execution across your team and assigned Enterprise portfolio.

• Serve as an escalation point and strategic partner for complex Enterprise customers, partnering with senior CS leadership on our highest-value and most strategic SAG relationships.

• Coach CSPs to build stronger executive relationships, deliver value-based storytelling, and move customer conversations from operational support toward strategic advisory.

• Partner with customers to understand their creator marketing objectives, operating models, measurement approaches, and program maturity, helping connect CreatorIQ capabilities to meaningful business outcomes.

• Lead and support strategic business reviews, maturity assessments, account planning, and growth planning across key customer relationships.

• Maintain strong visibility into customer health and risk across the team, ensuring clear action plans, ownership, and escalation where required.

• Partner closely with Sales on renewal and expansion opportunities, ensuring commercial conversations are grounded in demonstrated customer value.

• Manage workload and account allocation across the team, balancing customer complexity, risk, capacity, and employee development.

• Consolidate customer and product feedback across the portfolio and partner with Product and CS leadership to identify recurring themes and priorities.

• Own and contribute to scalable CS processes, playbooks, account health methodologies, and best practices that improve consistency across the wider organization.

• Stay current on creator and influencer marketing trends, competitive dynamics, measurement, and emerging best practices, bringing relevant industry perspective to both customers and the team.

• Contribute to customer roundtables, webinars, events, and other opportunities to strengthen CreatorIQ’s position as a strategic creator marketing partner.

• Collaborate cross-functionally with Sales, Product, Insights, Implementation, Product Education, and Support to deliver a consistent Enterprise customer experience.
  

Who you are:

• 6+ years of experience in Customer Success, Account Management, Client Services, Agency Services, Creator/Influencer Marketing, Marketing Strategy, or a related customer-facing role.

• Direct, meaningful experience in creator and influencer marketing is required, with a strong understanding of creator strategy, campaign and program execution, measurement, industry trends, and the challenges brands face when scaling creator programs.

• 3+ years of people leadership experience, with a strong track record of coaching, developing, and holding customer-facing teams accountable for performance and customer outcomes.

• Experience working directly with large brands, agencies, or sophisticated marketing organizations, with a strong understanding of how modern marketing teams and creator programs operate.

• Proven experience driving customer retention, renewals, growth, and value across complex, multi-stakeholder relationships.

• Strong commercial acumen, with experience identifying customer risk, navigating commercial conversations, and supporting renewal and expansion strategies.

• Experience building trusted relationships with senior marketing stakeholders and leading strategic customer conversations, business reviews, escalations, and account planning.

• Strong coaching skills, with the ability to develop strategic thinking, executive presence, commercial confidence, and consultative customer engagement across a team.

• Strong communication and storytelling skills, with the ability to translate customer objectives, industry trends, data, and technology capabilities into clear strategic recommendations.

• Ability to bring an informed point of view on creator marketing trends, measurement, best practices, competitive dynamics, and the evolving creator ecosystem to both customers and internal teams.

• Experience using customer health, forecasting, account planning, or similar frameworks to drive consistency and accountability across a team.

• Strong cross-functional partnership skills, with experience working across Sales, Product, Services, Support, Marketing, or equivalent functions to deliver customer outcomes.

• Tech-savvy and solutions-oriented, with the ability to quickly understand complex technology and translate platform capabilities into customer value. Prior SaaS experience is beneficial but not required.

• Genuine passion for the creator economy and a desire to help some of the world’s largest brands build more sophisticated and impactful creator marketing programs.

Confidence can sometimes hold us back from applying for a job. But there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Interested about what we do at CreatorIQ? Please apply!

What you will get from us:

• People: work with talented, collaborative, and friendly people who love what they do.

• Guidance: utilize our learning platform to fully get the training and tools you’ll need to become successful here from your first day with us.

• Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!

• Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.

• Whole Health Package: medical, dental, vision, life, disability insurance, and more.

• Savings: a 401k (USA) plan to help you plan ahead.

• Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).

Compensation, benefits, and beyond:

We know that benefits play a significant role in your overall compensation. We invite you to review our benefits and perks.

Who we are:

CreatorIQ is enterprise infrastructure for creator marketing, trusted by more than 1,300 of the world's leading brands and agencies, including Beiersdorf, Delta Air Lines, Dentsu, Google, Nestlé, and Wella. Powered by the Creator Graph®, CreatorIQ's proprietary AI and intelligence foundation grounded in over 11 years of data, it’s built for teams, agents, and the entire enterprise tech stack. With headquarters in Los Angeles and offices in Austin, London, Manila, New York, San Francisco, and Warsaw, CreatorIQ’s global team moves quickly and deliberately because we're setting the pace for an industry that's still being defined.

Learn more at www.creatoriq.com and follow us on LinkedIn and Instagram.

At CreatorIQ, different perspectives make our work better. The people we hire come from different backgrounds and think in different ways — and that's exactly what helps us connect with each other, and with the customers and creators we serve.We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique. By embracing our core values of being intentional, pursuing excellence every day, embracing the journey together, and being a good human, we create an atmosphere that promotes collaboration and growth. Join us to celebrate differences, innovate together, and be a part of a business that is disrupting the marketing industry.

AI Transparency Notice

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications and note taking during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to our Global Candidate Privacy Notice.