Creator.co

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Vancouver, BC

Creator.co

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

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Vancouver, BC

Manager of Customer Success

Vancouver, British Columbia (view on map)

Posted 28 days ago

Job Description

Manager of Customer Success

Company: Creator

Title: Manager of Customer Success 

Status: Full-time, Hybrid

Introducing Creator (www.creator.co) - renowned for our groundbreaking technology and meteoric rise within Vancouver's startup ecosystem, we're recognized as one of the world’s top influencer marketing platforms. Distinguished as a leader in the G2 Spring Report we are revolutionizing social commerce, connecting creators, influencers, and brands in ways that redefine industry standards. Our platform isn't just about collaboration; it's a powerhouse engineered to streamline operations, optimize campaigns, and yield measurable, impactful results. If you're passionate about building connections, have a strong customer-centric mindset, and are excited about taking Creator to greater heights, let’s talk. #CreatorCo #InfluencerMarketing #CustomerChampionsWelcome

About the Role:

We’re looking for a Manager of Customer Success to build and lead a dynamic team focused on delivering exceptional customer experiences and outcomes for our clients. Your role is instrumental in shaping our customer success strategy to drive customer satisfaction, adoption and retention.

You will collaborate cross-functionally to deliver a seamless customer experience, leveraging data-driven insights to optimize customer engagement and drive continuous improvement. As a leader, you will foster a customer-centric culture, empowering your team to build strong client relationships and drive customer advocacy within the organization.

Responsibilities: 

• Grow, lead, and mentor a high-performing team of Account Managers, providing guidance and coaching
• Develop and implement customer success initiatives and processes to drive adoption, retention, and expansion across our customer portfolio
• Create and manage an agile, dynamic and growth-oriented structure within the Customer Success team as we double and then double again our customer accounts
• Develop, monitor and maintain Customer Success SOPs to ensure the scalability of your department as it grows. We are on pace to double in size again this year
• Complete annual and quarterly planning for the Customer Success department, budget, and establishing individual and team OKRs.
• Effectively manage the Customer Success department budget and optimizing allocated financial resources
• Develop strong relationships with our clients, serving as a strategic advisor and escalation point for complex issues
• Manage customer escalations and resolve challenging customer issues with a focus on maintaining customer satisfaction and loyalty
• Monitor client churn trends and implement strategies to proactively reduce churn.
• Collaborate closely with Product, Engineering, and Sales to deliver a seamless customer experience
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement for our client experience
• Be a key player on our company Leadership Team that actively reports on progress, collaborates on company strategic priorities and brings the voice of the customer to strategic decisions. 
• Track, analyze, and maintain customer success metrics and KPIs to track team performance and demonstrate value to stakeholders
• Keep up-to-date on the industry, competitors, and other relevant topics, using insights to improve or create new customer success strategies

Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field
• 4+ years of proven experience as a Customer Success leader
• Experience with SaaS business models and subscription-based services
• Strong leadership and team management skills, with a proven ability to inspire and motivate teams to deliver exceptional customer experiences.
• Excellent communicator, with the ability to build relationships with clients and be a trusted source of support
• Positive, solution-oriented, adaptable and self-motivated
• Detail-oriented, and able to manage multiple projects in a fast-paced and changing environment
• Experience working cross functionally with Product, Engineering, Marketing & Sales Teams
• Experience in the Creator economy, Influencer Marketing, or Affiliate Marketing is an asset
• Experience with Salesforce and Catalyst is an asset

What we offer:

• A competitive salary and benefits package (health, dental, and vision insurance)
• A vibrant office in downtown Vancouver with the flexibility of remote work 2 days per week
• An inclusive environment with a team of passionate and talented individuals
• Opportunities for personal and professional growth, with access to industry events and conferences
• A supportive company culture that values collaboration, innovation, and communication
• The opportunity to participate in the scaling up of a thriving company including the professional and personal upside that comes with it

Compensation Range:

We offer a starting salary of $75,000 - 100,000 CAD + equity

Total compensation includes Salary, bonus, benefits, and other perks