Director of Customer Success, Mid-Market

CreatorIQ • Los Angeles, CA

2d • Hybrid

About The Position

As Director of Customer Success, you will be responsible for nurturing the success and growth of a portfolio of high-value, complex partners while thoughtfully leading and developing a team of Customer Success Managers. You will serve as a trusted advisor to senior customer stakeholders, partnering with them to connect CreatorIQ’s platform capabilities to their operating models, business priorities, and long-term influencer marketing visions—helping them achieve meaningful, measurable outcomes and sustained program growth. In this role, you will lead with empathy, clarity, and support—modeling best practices while empowering your team through coaching, mentorship, and shared learning. You will guide strategic, executive-level conversations, ensuring customers consistently experience value and partnership across every engagement. Working closely with cross-functional teams, you will collaboratively refine customer success approaches, enhance onboarding and adoption experiences, and build scalable, repeatable practices that strengthen customer health, deepen relationships, and support long-term retention and expansion.

Requirements

• 5-7 years of experience in Customer Success, Account Management, or Client Services, leading mid-market to enterprise strategic client relationships within a SaaS or influencer marketing environment.
• Passionate and knowledgeable about influencer marketing, creator content, and the future of digital media.
• Tech-savvy and solutions-oriented, able to identify and resolve challenges for customers while optimizing internal processes using the right tools and platforms.
• Skilled at leading senior-level and executive conversations, translating business objectives into platform value for both agencies and brands.
• Highly organized and capable of managing a dynamic book of business with a proactive mindset.
• Proactive, willing to take initiative, flexible, fast learner, able to lead a customer success team through challenges to ultimately deliver a satisfied customer as defined by renewal and expansion
• Demonstrate experience mentoring and guiding teammates through customer challenges
• Enthusiastic, professional, with a focus on customer excellence
• Ability to adapt and operate effectively in ambiguous or rapidly changing environments
• Capable to work effectively under tight deadlines and juggle several priorities and projects

Responsibilities

• Serve as a strategic partner for complex mid-market to enterprise organizations, owning the success, retention, and value realization of a portfolio of high-value customers across multiple brands, clients, regions, and lines of business.
• Coach and mentor Customer Success Partners and Managers on strategic account management, executive presence, and value-based storytelling, helping elevate performance across the team.
• Help operationalize customer success best practices, including onboarding motions, engagement models, and account health management.
• Be a primary point of contact for key customers, owning relationships and managing escalations during adoption and ongoing management challenges.
• Oversee strategic business reviews, maturity assessments, and growth planning sessions that map CreatorIQ into agency workflows, resourcing models, and client deliverables.
• Use data to proactively identify opportunities and risks, influence adoption, and support continuous program growth.
• Collaborate cross-functionally with teams including Implementation, Product Education, Support, Sales, and Insights to ensure a seamless, value-focused customer experience.
• Ensure all team members are providing account updates in tracking tools and assist them with any hurdles that may arise.
• Identify and drive tactical initiatives to enhance productivity, customer satisfaction, growth, and process improvements.

Benefits

• People: work with talented, collaborative, and friendly people who love what they do.
• Guidance: utilize our learning platform to fully get the training and tools you’ll need to become successful here from your first day with us.
• Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!
• Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
• Whole Health Package: medical, dental, vision, life, disability insurance, and more.
• Savings: a 401k (USA) plan to help you plan ahead.
• Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees