Now we're looking for a Director of Customer Success who can bring this vision to life through every customer interaction - someone who seamlessly blends strategic thinking, deep empathy, and operational excellence to deliver a world-class consumer experience that keeps people coming back.
About the Role:The Director of Customer Success will architect and scale a unified CS function spanning:
- B2C user activation & retention
- Onboarding & monetization
- Enterprise implementation & expansion
This is a strategic operator role responsible for retention, NRR, monetization, and ecosystem health - not just support.
What You'll Do1. Build the Customer Success Engine- Design segmentation (consumer, creator, enterprise)
- Define onboarding playbooks and lifecycle journeys (PLG + SLG)
- Establish activation, engagement, retention, and expansion KPIs
- Build scalable systems leveraging HubSpot, analytics, and automation
- Implement customer health scoring and churn forecasting
2. Creator Success- Create structured onboarding for ambassadors and verified creators
- Enable monetization (subscription strategy, content workflows, pricing guidance)
- Track revenue performance and optimize conversion
- Support high-profile talent relationships
- Develop expansion pathways (enterprise licensing, premium tiers)
3. Enterprise Success- Lead high-touch onboarding for media, institutions, and strategic partners
- Oversee data ingestion, model training, containerization setup
- Coordinate cross-functionally with Product, AI, Legal, and Partnerships
- Own renewal, expansion, and enterprise NRR
- Establish QBR frameworks and executive-level reporting
4. Activation, Retention & Product Stickiness- Define measurable time-to-value milestones
- Track usage depth, engagement velocity, monetization triggers
- Identify churn signals early and design intervention frameworks
- Translate customer behavior into product feedback loops
5. Trust, IP & Compliance Alignment- Ensure enterprise deployments meet IP protection and ownership standards
- Support SOC2 and enterprise data governance requirements
- Build escalation frameworks for trust & safety issues
What We're Looking For:- 4+ years in Customer Success leadership in consumer-facing products or platforms
- Proven B2C experience - deep understanding of consumer activation, retention, and lifecycle journeys
- Experience across B2B2C and marketplace / creator platforms
- Strong enterprise implementation background
- Systems-oriented operator who can design scalable frameworks
- Commercially minded with deep retention and expansion fluency
- Active user of AI tools (e.g. ChatGPT, Claude, Midjourney, or similar) with a strong point of view on the evolving landscape
- Comfortable operating in early-stage ambiguity
The expected base compensation for this position is below. Our total compensation package for full-time employees includes equity and a comprehensive benefits package.
Annual Salary
$120,000-$200,000 USD
