Senior Customer Success Manager

Kit (formerly ConvertKit)

Senior Creator Growth Manager to enhance creator success and engagement at Kit through strategic guidance. Managing high-value accounts and collaborating with cross-functional teams.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $126,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, with a focus on managing high-value creator portfolios and driving measurable business outcomes. Proficient in collaborating cross-functionally to enhance the creator experience and implement strategic initiatives for retention and expansion.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementCross-Functional CollaborationStrategic GuidanceSaaS Environment Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Strategy DevelopmentOnboarding ManagementSuccess PlanningRenewal ManagementRisk MitigationExpansion StrategyData AnalysisPortfolio ManagementQuantifiable Impact MeasurementMarket Trend Analysis

Soft Skills

Relationship BuildingTrust EstablishmentEffective CommunicationProactive EngagementEmpathy

Industry Keywords

Creator PartnershipsDigital EntrepreneursB2C SMBsStartup EnvironmentSaaS

Tech Stack

Tools & technologies

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About the role

Key responsibilities & impact

First Week: Dive into our core systems, including Kit’s platform, internal success workflows, and reporting tools. Take part in Get To Know You’s (GTKYs) to meet our distributed team and build foundational context on our company culture and creator community.
First Month: Begin shadowing customer calls and reviewing creator portfolios to understand our customer segmentation, goals, and success benchmarks. Start managing a small group of creators to get hands-on with Kit’s success methodology and internal playbooks. While you won’t own a renewal and expansion quota from Day One, you will be expected to influence revenue through retaining and expanding customers. As a team, we’re in the process of implementing team and individual renewal and expansion targets, and are eager to run tests, measure the 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 (~$1m ARR) creator accounts, delivering proactive, strategic guidance and implement 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 Kit's product roadmap and capabilities so you can 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 your 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 our customer success framework as we scale. 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.

Requirements

What you’ll need

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

Benefits

Comp & perks

Profit Sharing
Kit equity
401k with a 5% match
We cover up to $2,100 per month toward medical premiums, with dental and vision premiums fully covered. We offer Health Insurance plans through Aetna
$2,000 equipment allowance for your first two years, $1,000 budget every following two years. Company-provided laptops are issued to every Kit 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 you’re 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 your 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 your first six months
Winter Break Closure: Kit 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