Director of Customer Success

As Director of Customer Success, Enterprise, you will own CreatorIQ's Enterprise segment - one of three segment-aligned Customer Success Director roles, alongside Agency and Mid-Market - and will be responsible for nurturing the success and growth of a portfolio of our most complex high-value customers, including our Strategic Account Groups (SAG): multi-brand, multi-region enterprise relationships that require deep operational sophistication and executive-level trust.

This role requires a unique combination of customer success leadership, commercial acumen, and deep creator and influencer marketing expertise. You will serve as a trusted advisor to senior marketing leaders, helping customers shape creator marketing strategies, operating models, measurement frameworks, and long-term program visions that drive meaningful business outcomes. You will be expected to bring industry perspective and thought leadership, guiding customers through the evolving creator economy while helping them maximize value from their partnership with CreatorIQ.

You will also lead and develop a team of Customer Success Partners, fostering a culture of accountability, strategic thinking, continuous learning, and customer-centricity. Through coaching, mentorship, and shared best practices, you will empower your team to build executive relationships, deliver measurable customer outcomes, and support long-term retention and expansion. Working cross-functionally with Sales, Product, Insights, Education, Implementation, and Support, you will help shape scalable customer success strategies that strengthen customer health, deepen partnerships, and accelerate growth.

In this role, you'll get to:

• Serve as a senior sponsor and point of escalation across CreatorIQ's Enterprise segment, with direct oversight of our Strategic Account Group (SAG) customers, owning customer success, retention, value realization, and long-term growth across a portfolio of complex enterprise relationships.
• Act as a strategic advisor to senior marketing stakeholders, helping customers develop and evolve creator marketing strategies, operating models, measurement approaches, and program maturity.
• Build trusted relationships with executive stakeholders, including VP and C-level marketing leaders, positioning CreatorIQ as a strategic partner rather than simply a technology provider.
• Own net revenue retention, renewal forecasting, and expansion strategy across the portfolio, partnering closely with Sales and executive stakeholders to align customer outcomes with commercial goals.
• Directly manage and develop a team of Customer Success Partners and a Team Lead, owning performance management, coaching, career development, and succession planning.
• Coach and mentor team members on executive presence, strategic account management, value-based storytelling, and consultative customer engagement.
• Lead strategic business reviews, maturity assessments, and growth planning sessions that align CreatorIQ's platform capabilities to customers' business objectives and creator marketing vision.
• Represent CreatorIQ externally through industry events, customer roundtables, webinars, executive briefings, and thought leadership opportunities, serving as a credible voice within the creator marketing ecosystem.
• Provide guidance on industry trends, emerging best practices, competitive dynamics, and the future of creator marketing to help customers stay ahead of a rapidly evolving landscape.
• Own workload distribution and book-of-business design across the team, balancing account complexity, customer risk, and employee development opportunities.
• Serve as the senior conduit between strategic customers and CreatorIQ's product organization, synthesizing customer feedback into actionable recommendations and product priorities.
• Build and maintain scalable customer success infrastructure, including account documentation, playbooks, success frameworks, and account health methodologies that identify leading indicators of risk and growth.
• Collaborate cross-functionally with Product, Insights, Implementation, Product Education, Support, and Sales to deliver a seamless, value-driven customer experience.

Who you are and what you'll need for this position:

• 8+ years of experience in Customer Success, Account Management, Client Services, Agency Services, Marketing Strategy, or a related customer-facing leadership role.
• Deep expertise in creator marketing, influencer marketing, digital media, or adjacent marketing disciplines, with a strong understanding of industry trends, challenges, measurement frameworks, and emerging opportunities.
• Experience working directly with enterprise brands, agencies, or sophisticated marketing organizations, with a strong understanding of how modern marketing teams operate.
• 3+ years of people leadership experience, including experience managing senior individual contributors, managers, or team leads.
• Proven success owning net revenue retention, renewals, and expansion outcomes across complex, multi-stakeholder enterprise accounts.
• Demonstrated experience serving as an executive sponsor, strategic advisor, or escalation point for enterprise customers, with the ability to build credibility at the VP and C-suite level.
• Exceptional executive presence, communication skills, and storytelling ability, with experience translating business objectives into strategic recommendations and measurable outcomes.
• Strong commercial acumen and an understanding of how customer value, strategic partnerships, retention, and expansion work together to drive business growth.
• Experience representing an organization externally through industry speaking engagements, executive roundtables, webinars, customer forums, or thought leadership initiatives.
• Strong relationship-building skills with a demonstrated ability to earn trust across large, complex organizations and maintain executive-level partnerships.
• Experience building or scaling customer success processes, operating frameworks, performance metrics, account health methodologies, or similar operational programs.
• Tech-savvy and solutions-oriented, with the ability to navigate ambiguity, solve complex business challenges, and lead teams through change in a fast-paced environment.
• Passion for the creator economy and a genuine enthusiasm for the future of influencer marketing and digital media.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at CreatorIQ? Please apply! CreatorIQ is a place where everyone can grow.

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!).