Creator Success Representative

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage a diverse portfolio of over 500 creators, ensuring accountability for gross revenue retention.

• Develop, sustain, and refine playbooks aimed at enhancing retention, minimizing contraction, and identifying expansion opportunities on a large scale.

• Analyze creator health indicators (such as engagement drops, earnings declines, and spikes in support tickets) and implement targeted interventions to prevent churn.

• Maintain a weekly routine that includes risk alerts, contraction monitoring, and reviews of playbook execution.

• Design and automate lifecycle interactions (including onboarding sequences, re-engagement campaigns, and feature adoption prompts) using CS platform workflows.

• Assist the wider Customer Success team by providing pooled coverage as more creators transition from dedicated one-on-one management.

• Offer reactive support to creators in the pooled segment when risks, issues, or support requirements arise.

• Collaborate with Product, Support, Moderation, and Growth teams to close feedback loops and enhance creator outcomes.

• Monitor and report on retention, contraction, and engagement metrics at the cohort level.

⛳️ Requirements

• Proven experience in Customer Success, Account Management, or CS Operations, preferably in a tech-touch or SMB/scale environment.

• Hands-on experience with a Customer Success platform (including health scoring, playbook automation, and lifecycle workflows).

• Proficient in creating playbooks, automations, and health scores from the ground up, rather than merely executing pre-existing frameworks.

• Data-savvy: capable of extracting insights from dashboards, identifying trends in cohort data, and translating these into actionable strategies.

• Excellent written communication skills, with the ability to produce clear and concise messaging directed at creators at scale.

• Comfortable managing a substantial portfolio through systems and indicators rather than relying solely on personal relationships.

• Self-motivated and organized, able to establish your own workflow and maintain accountability.

• Familiarity with the creator economy, subscription platforms, or marketplace models is a plus, but not essential.

🏝️ Benefits

• Fully remote work with unlimited paid time off.

• Flexible working hours.

• Salary reviews conducted every six months.

• Travel and office budgets available for team off-sites or enhancing your home setup.

• Comprehensive benefits package, including gym memberships, applications, and additional offerings that we are actively developing.