CustomerSuccessManager

## Accountabilities You will own the end-to-end success journey of a portfolio of creators, ensuring strong onboarding, activation, engagement, and retention outcomes. You will proactively identify risks, remove friction points, and help creators turn early product usage into meaningful business results. Manage a portfolio of high-value creators and act as their primary success partner Design and optimize onboarding journeys to drive activation and early value realization Monitor customer health metrics (NRR, NPS, CSAT, engagement signals) and intervene proactively Identify churn risks early and implement retention strategies to improve outcomes Collaborate with Product and Marketing teams to bring customer insights into roadmap and messaging Develop and continuously improve lifecycle playbooks and success strategies Drive adoption, renewals, and expansion opportunities through data-informed engagement Requirements: You should bring solid experience in high-touch Customer Success or Creator Success roles, ideally within SaaS, EdTech, or creator-focused environments. A strong analytical mindset, combined with empathy and commercial awareness, is essential to succeed in this role. 3+ years of experience in Customer Success, Account Management, or a similar role Experience in startup or fast-scaling, remote-first environments preferred Strong understanding of onboarding, activation metrics, and customer lifecycle management Proficiency with tools such as HubSpot, Intercom, ChurnZero, or similar platforms Ability to segment users and tailor engagement strategies across different customer journeys Strong command of customer health metrics (NRR, NPS, CSAT, LTV, churn indicators) Excellent communication, relationship-building, and stakeholder management skills Strong organizational and project management abilities across multiple customer portfolios Comfortable working asynchronously using tools like Notion, Slack, and Loom Benefits: Fully remote work flexibility Team offs