Senior Customer Success Partner, Mid Market

About the role

In this position, you will act as the main point of contact for a diverse group of mid-market clients, helping them achieve their influencer marketing objectives through the CreatorIQ platform. Your role involves building and nurturing strong relationships with key stakeholders, understanding their business needs, and guiding them in maximizing the value of our platform. You will be responsible for ensuring customer satisfaction, driving platform adoption, and supporting clients throughout their journey with us. This position requires a proactive approach to managing client success, identifying opportunities for growth, and addressing any challenges that arise. You will work closely with internal teams such as Implementation, Support, and Product to deliver a seamless experience for our clients and to advocate for their needs within the organization.

Key facts

What you'll do

• Serve as the strategic partner for mid-market clients, helping them understand and realize the full potential of CreatorIQ's platform to meet their influencer marketing goals.
• Establish and maintain strong, long-term relationships with key stakeholders within client organizations through regular communication, in-person meetings, and strategic discussions.
• Conduct onboarding sessions to familiarize clients with platform features and best practices, ensuring a smooth transition and quick adoption.
• Analyze customer engagement data and platform usage metrics to identify risks, opportunities, and areas for improvement.
• Manage your client portfolio by overseeing onboarding, product adoption, retention, and growth initiatives to ensure clients achieve their desired outcomes.
• Lead regular strategic business reviews and success planning sessions with clients to align platform capabilities with their marketing objectives.
• Collaborate with the Implementation and Services teams to facilitate effective onboarding, training, and ongoing education for clients.
• Work closely with the Product Support team to resolve technical issues and product-related challenges efficiently, ensuring minimal disruption to clients' workflows.
• Provide ongoing educational opportunities, webinars, and resources to help clients understand new features and maximize platform capabilities.
• Identify opportunities for process improvements, service enhancements, and additional features that could benefit clients, and communicate these insights internally.
• Monitor customer health metrics, success plans, and engagement levels to develop proactive strategies that improve platform adoption and ROI.
• Address client challenges promptly by applying problem-solving skills and offering tailored solutions to meet their needs.
• Act as an advocate for clients within the organization, relaying feedback and insights to inform product development, customer support, and marketing strategies.
• Maintain detailed account documentation, including success plans, contact records, and activity logs, to support proactive relationship management.
• Participate in cross-functional meetings to share client insights, contribute to product roadmap discussions, and improve overall customer experience.
• Stay informed about industry trends, social media analytics, and influencer marketing developments to better advise clients and internal teams.
• Assist in developing case studies, testimonials, and success stories to showcase client achievements and promote CreatorIQ's value proposition.
• Support the growth of the customer success team by sharing best practices, mentoring new team members, and contributing to team initiatives.

Requirements

• Demonstrated strong interest in influencer marketing, creator content, and social media analytics.
• Minimum of 5 years of experience in a customer-facing role, ideally working with enterprise clients in technology, influencer marketing, or media sectors.
• At least 2 years of experience working within the beauty industry, understanding its unique marketing dynamics and client needs.
• Proven ability to manage business KPIs, track success metrics, and advocate effectively for customer needs.
• Experience navigating complex organizational structures and building relationships at multiple levels within client organizations.
• Excellent problem-solving skills, with a customer-centric approach focused on delivering solutions.
• Strong relationship-building skills, with the ability to act as a trusted advisor and influencer.
• Eagerness to learn new tools, marketing trends, and industry best practices to better serve clients.
• Ability to balance strategic planning with day-to-day operational responsibilities.
• Experience leveraging customer data, engagement metrics, and feedback to identify risks and opportunities for success.
• Highly organized and proactive, capable of managing multiple accounts simultaneously without losing attention to detail.
• Comfortable leading structured engagements such as business reviews, success planning sessions, and strategic discussions.
• Collaborative mindset, able to work effectively across teams including Implementation, Support, and Product.
• Proficiency in Salesforce, GSuite, Zoom, Slack, and project management tools like Notion or Jira.
• Excellent communication skills, both written and verbal, with the ability to convey complex ideas clearly and persuasively.
• Ability to adapt quickly to changing client needs and industry developments.

Nice to have

• Prior experience in influencer marketing, social media analytics, or related fields.
• Knowledge of the beauty industry, including key trends, platforms, and influencer ecosystems.
• Familiarity with customer success methodologies, frameworks, and best practices.
• Experience working with enterprise clients and managing large-scale accounts.
• Technical understanding of API integrations, data analytics, or platform customization.
• Multilingual skills are a plus, especially in markets with diverse client bases.

Skills & tools

• Salesforce
• GSuite
• Zoom
• Slack
• Notion or Jira

Practical notes

• We welcome applicants from diverse backgrounds and are committed to fostering an inclusive work environment.
• Candidates are encouraged to apply even if they do not meet every listed requirement, as we value potential and motivation.
• This role is based on-site in New York, with the position being full-time.
• The engagement is on-site, and the role requires presence at our New York office.
• CreatorIQ offers a collaborative and growth-oriented culture, emphasizing teamwork, innovation, and continuous learning.
• We support professional development and provide opportunities for career advancement within the company.
• Our benefits include competitive salary, equity, and bonus opportunities, along with a comprehensive benefits package.
• We are committed to equal opportunity employment and encourage applications from all qualified candidates.