CreatorIQ

Director of Customer Success – Mid-Market

CreatorIQ

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $168,800 - $188,000 per year

Job Level

Lead

About the role

  • Serve as a strategic partner for complex mid-market to enterprise organizations, owning the success, retention, and value realization of a portfolio of high-value customers across multiple brands, clients, regions, and lines of business.
  • Coach and mentor Customer Success Partners and Managers on strategic account management, executive presence, and value-based storytelling, helping elevate performance across the team.
  • Help operationalize customer success best practices, including onboarding motions, engagement models, and account health management.
  • Be a primary point of contact for key customers, owning relationships and managing escalations during adoption and ongoing management challenges.
  • Oversee strategic business reviews, maturity assessments, and growth planning sessions that map CreatorIQ into agency workflows, resourcing models, and client deliverables.
  • Use data to proactively identify opportunities and risks, influence adoption, and support continuous program growth.
  • Collaborate cross-functionally with teams including Implementation, Product Education, Support, Sales, and Insights to ensure a seamless, value-focused customer experience.
  • Ensure all team members are providing account updates in tracking tools and assist them with any hurdles that may arise.
  • Identify and drive tactical initiatives to enhance productivity, customer satisfaction, growth, and process improvements.

Requirements

  • 5-7 years of experience in Customer Success, Account Management, or Client Services, leading mid-market to enterprise strategic client relationships within a SaaS or influencer marketing environment.
  • Passionate and knowledgeable about influencer marketing, creator content, and the future of digital media.
  • Tech-savvy and solutions-oriented, able to identify and resolve challenges for customers while optimizing internal processes using the right tools and platforms.
  • Skilled at leading senior-level and executive conversations, translating business objectives into platform value for both agencies and brands.
  • Highly organized and capable of managing a dynamic book of business with a proactive mindset.
  • Proactive, willing to take initiative, flexible, fast learner, able to lead a customer success team through challenges to ultimately deliver a satisfied customer as defined by renewal and expansion
  • Demonstrate experience mentoring and guiding teammates through customer challenges
  • Enthusiastic, professional, with a focus on customer excellence
  • Ability to adapt and operate effectively in ambiguous or rapidly changing environments
  • Capable to work effectively under tight deadlines and juggle several priorities and projects
Benefits
  • 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!).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessAccount ManagementClient ServicesSaaSinfluencer marketingdata analysisstrategic account managementonboardingengagement modelsaccount health management
Soft skills
coachingmentoringexecutive presencevalue-based storytellingorganizational skillsproactive mindsetflexibilityinitiativecustomer excellenceadaptability