Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Initial Week: Immerse yourself in our essential systems, including Kit’s platform, internal success workflows, and reporting tools. Participate in Get To Know You’s (GTKYs) to connect with our distributed team and establish a foundational understanding of our company culture and creator community.

• First Month: Start shadowing customer calls and analyzing creator portfolios to comprehend our customer segmentation, objectives, and success metrics. Begin managing a small group of creators to gain practical experience with Kit’s success methodology and internal playbooks. While you won’t have a renewal and expansion quota from Day One, you will be expected to influence revenue through customer retention and expansion. As a team, we are in the process of implementing both team and individual renewal and expansion targets, and we are keen to conduct tests, measure outcomes, and scale successful strategies. Look for opportunities to enhance the standard playbook — a timely check-in, a personal touch, something that makes a creator feel truly valued rather than simply managed.

• First Six Months: Manage a portfolio of 50-75 high-value (~$1m ARR) creator accounts, providing proactive, strategic guidance and executing initiatives and tests that yield measurable business results, such as retention and expansion. Build strong relationships with creators and their teams based on trust and credibility. Collaborate across functions to ensure creator needs are communicated internally, and partner with Product, Marketing, and Support to enhance the creator experience. Promote feature adoption and boost customer engagement. Develop a deep understanding of high-performing strategies, market trends, insights, and Kit's product roadmap and capabilities to proactively recommend appropriate playbooks and features for each creator, rather than merely responding to their inquiries.

• First Year: Become a strategic cornerstone on the Creator Growth team. Formulate account plans and success strategies that facilitate scalable growth across your portfolio, extending to un-owned accounts and encompassing Product and Lifecycle Marketing efforts. Identify trends in creator needs, share insights with the broader team, and contribute to the evolution of our customer success framework as we expand. Be the go-to product expert on the team, someone that Product, Support, and Marketing consult when they seek to understand how a feature performs with creators in the field.

⛳️ Requirements

• Minimum of 4 years in a Customer Success, Account Management, or Creator Partnerships role.

• Experience supporting or collaborating with creators, digital entrepreneurs, or B2C SMBs.

• Proven track record of managing a portfolio of high-value customers with measurable impact.

• Experience in cross-functional collaboration with product, support, and marketing teams.

• Demonstrated ability in leading customer strategy across onboarding, success planning, renewals, risk mitigation, and expansion.

• Experience working in a fast-paced startup or rapidly scaling SaaS environment.

🏝️ Benefits

• Profit Sharing

• Kit equity

• 401k with a 5% match

• Coverage of up to $2,100 per month toward medical premiums, with full coverage for dental and vision premiums. Health Insurance plans are available through Aetna.

• $2,000 equipment allowance for your first two years, with a $1,000 budget for every subsequent two years. Company-provided laptops are given to all Kit team members and are not included in the equipment budget.

• Individual learning and development budget of $3,500 per year.

• Gender-affirming benefits.

• Childcare benefit of up to $3,000 annually through JOON.

• Twenty (20) days of paid time off each year of employment.

• Paid vacation bonus: An after-tax bonus of $1,000 for taking five consecutive days of fully unplugged vacation.

• Ten (10) paid holidays each year.

• Two weeks of paid sick leave annually, including mental health and well-being days.

• Twelve (12) weeks of paid parental leave and flexible scheduling during your child’s first year.

• Up to six weeks of paid bereavement leave, medical leave, and disaster leave after six months of employment, with two weeks of each paid leave available in your first six months.

• Winter Break Closure: Kit observes a week-long closure at the end of December, allowing everyone a collective break to enjoy the holiday season. Essential support services will remain available, with teams coordinating to ensure coverage during this period.

• Four-week paid sabbatical after five years with the team.

• Exciting in-person or virtual retreats with the team held twice a year.