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CreatorIQ · 1 day ago

Director of Customer Success, Mid-Market

Los Angeles, CA

Full-time

Hybrid

Lead/Staff, Director/Executive

$169K/yr - $188K/yr

5+ years exp

CreatorIQ is the operating system for creator-led growth trusted by over 1,300 global brands and agencies. As the Director of Customer Success, you will lead a team of Customer Success Managers, nurturing relationships with high-value partners and ensuring they achieve measurable outcomes through strategic guidance and support.

Advertising PlatformsBrand MarketingEnterprise SoftwareSaaSSocial Media Marketing

Growth Opportunities

Responsibilities

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

Qualification

Customer Success ManagementAccount ManagementInfluencer MarketingSaaS ExperienceData AnalysisCoachingStrategic PlanningCustomer ExcellenceMentoringCross-functional CollaborationAdaptability

Required

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