Manager, Customer Success

About the role

You will lead the EMEA Customer Success organization as a people-first leader focused on scaling a high-performing team and driving exceptional customer outcomes. In this capacity, you will own the coaching, mentorship, and strategic leadership of Customer Success Professionals so they can maximize value from the CreatorIQ platform. You will champion AI-powered efficiencies while fostering a culture of accountability, collaboration, and continuous improvement across the team. This role requires partnership with Sales, Product, Professional Services, and Support to ensure retention, adoption, and strong customer retention outcomes. You will operate within a flexible work model that combines in-person and remote work to enhance collaboration and adapt to individual work styles. Finally, you will help customers achieve measurable business value from the CreatorIQ platform while maintaining a high-performance and customer-centric culture.

Key facts

What you'll do

• Lead, coach, and develop a team of approximately 5-6 Customer Success Professionals, fostering a high-performance and customer-centric culture.
• Partner with team members on strategic customer engagements, executive business reviews, renewal discussions, and complex customer escalations.
• Drive retention, adoption, and growth outcomes by helping customers achieve measurable business value from the CreatorIQ platform.
• Own team forecasting, risk management, account health reviews, and operational processes to ensure consistent execution and visibility across the customer lifecycle.
• Collaborate cross-functionally with Sales, Product, Professional Services, and Support teams while identifying opportunities to leverage AI and automation to improve team productivity and customer outcomes.
• Serve as the primary point of escalation resolution and strategic advisor for complex enterprise accounts within the EMEA region.
• Monitor and analyze customer health metrics, usage patterns, and sentiment to proactively identify at-risk accounts and drive timely interventions.
• Facilitate executive-level conversations and business reviews to align customer objectives with CreatorIQ capabilities and roadmap priorities.
• Develop and implement training programs and playbooks to standardize best practices and elevate the team's consultative selling approach.
• Work closely with Product teams to provide customer feedback and insights that inform feature development and platform enhancements.
• Ensure compliance with contractual terms, renewal schedules, and customer success benchmarks to protect and grow recurring revenue.
• Utilize CRM platforms such as Salesforce to maintain accurate forecasting, pipeline management, and risk mitigation activities.
• Lead cross-functional initiatives that integrate AI tools to generate customer insights and improve team effectiveness.
• Represent CreatorIQ at industry events and customer meetings to reinforce the brand promise and strengthen partner relationships.

Requirements

• 5+ years of experience in Enterprise Customer Success, Account Management, or a related customer-facing SaaS role, with previous people leadership experience.
• Proven ability to coach, mentor, and develop Customer Success professionals while building trust and driving team performance.
• Experience managing enterprise customer relationships, leading executive-level conversations, and partnering with senior stakeholders across complex organizations.
• Demonstrated success driving customer adoption, retention, renewals, and expansion, with strong commercial acumen and a customer-first mindset.
• Experience managing customer escalations and collaborating effectively across Sales, Product, Professional Services, and Support teams.
• Proficiency with CRM platforms (Salesforce preferred) and strong operational skills related to forecasting, pipeline management, and risk mitigation.
• Excellent communication, presentation, and stakeholder management skills.
• Experience within the influencer marketing, creator economy, social media technology, MarTech, or adjacent SaaS industries is strongly preferred.
• Comfortable leveraging AI tools to drive productivity, generate customer insights, and improve team effectiveness.
• Willingness to travel approximately 20% across EMEA customer locations as required.
• Located in London, UK, with a hybrid work arrangement requiring 3 days per week in the office.
• Eligible to work in the United Kingdom without sponsorship.
• Committed to CreatorIQ values of being intentional, pursuing excellence every day, embracing the journey together, and being a good human every day.

Nice to have

• Experience within the influencer marketing, creator economy, social media technology, MarTech, or adjacent SaaS industries.
• Familiarity with AI-powered customer success tools and platforms.
• Background in utilizing CRM dashboards for forecasting and risk management.
• Demonstrated ability to lead executive-level conversations and C-suite stakeholder engagements.
• Track record of building strong, trust-based relationships with cross-functional partners.

Practical notes

This role requires approximately 20% travel across EMEA customer locations. The position is based in London, UK, and operates under a hybrid work model with 3 days per week in the office. Candidates must be eligible to work in the United Kingdom without the need for sponsorship.