Creator Success Lead

About Us

FansHub is a fast-growing digital agency with teams in the UK and US. We work at the intersection of talent management and digital marketing, helping creators, influencers, and brands grow and stand out on social media. From building strategies and campaigns to delivering measurable results, we give our clients the creative and operational support they need to scale. Our focus is on delivering impact - the right content, on the right platform, to the right audience. As one of the leading social-first agencies worldwide, we’re building the future of how creators and brands succeed online, both in the adult industry, and with mainstream influencers. We operate with high standards, fast feedback loops and clear accountability. We are not corporate. We are not chaotic. We are structured, agile and performance-driven.

Role Overview

The Creator Success Lead (CSL) is responsible for protecting creator trust, satisfaction, and retention by ensuring clear communication and strong execution across internal teams. The CSL provides leadership with full and accurate visibility into creator health, sentiment, and performance. This role acts as the primary bridge between the creators and the UK delivery team, ensuring creators feel supported, heard, and set up for long-term success within FansHub. The CSL represents the creator’s perspective internally — putting themselves in the creators’ shoes to identify what the team is doing well and where improvements can be made.

Key Responsibilities

• Creator Onboarding - Lead the onboarding process for all new creators joining the agency. Responsibilities include:

• Managing and completing all onboarding tasks within Asana.
• Attending marketing and chatting onboarding sessions to build trust and establish strong relationships with creators from day one.
• Taking full ownership of the onboarding experience to ensure creators feel welcomed, supported, and confident transitioning into the agency.
• Acting as the creator’s primary guide during the onboarding phase to ensure a smooth integration into FansHub systems and processes.

• Initiating the off boarding process through the relevant Asana templates.
• Ensuring all off boarding steps are completed correctly and in line with internal procedures.
• Making sure the off boarding experience is handled professionally and respectfully.

• Ensuring creators have the tools, support, and information required to succeed within FansHub.
• Managing all incoming creator communications and delegating requests to the appropriate department using the DRIP matrix.
• Conducting weekly or bi-weekly calls with relevant creators to maintain strong relationships and alignment.
• Being available for additional support calls when required.
• Providing lifestyle and logistical support when needed, including helping with travel, holidays, and other personal arrangements that support the creator’s career.

• Sending creators their weekly to-do lists every Monday based on the team’s content requirements.
• Checking in with creators via WhatsApp during the week to monitor progress on content creation.
• Sending weekly breakdowns and progress reminders every Friday.
• Proactively identifying potential creator issues or concerns and resolving them before they escalated across all delivery departments.

• Leading a weekly meeting with the Head of Marketing and Head of Chatting to review creator feedback, including positives and areas for improvement from the creators’ perspective.
• Reporting monthly to the leadership team on creator sentiment, team performance, and how creator-related issues have been handled.
• Working closely with the UK team to ensure they are fully informed about creator feedback, successes, and concerns.
• Ensuring tasks assigned to internal teams on behalf of creators are completed in a timely manner.
• Stay on top of the delivery teams asana tasks, ensuring all tasks across the team are completed in a timely manor.

• Providing creators with support that goes beyond traditional agency services.
• Managing the WellnessHub Instagram presence.
• Connecting creators with relevant industry professionals who can support their personal and professional lives (for example tax specialists or advisors).
• Working with creators to set personal and professional goals and helping them achieve these.

Required Skills & Experience

• Strong relationship management and communication skills, with the ability to build trust and maintain professional relationships with creators.
• Excellent organisational and time management skills, with the ability to manage multiple creators and priorities simultaneously.
• Strong problem-solving ability, with a proactive approach to identifying and resolving creator issues before they escalated.
• Experience working in fast-paced environments where clear communication and quick decision making are essential.
• Ability to coordinate across multiple departments and ensure tasks are executed effectively.
• High emotional intelligence and the ability to understand and manage creator sentiment.
• Strong attention to detail when managing processes such as onboarding, reporting, and internal task tracking.
• Ability to operate independently while maintaining alignment with the wider leadership team.

Our Values

• Integrity – We do what’s right, not what’s easy - always with transparency and trust
• Fairness – We champion equality, inclusivity and doing right by people - always
• Ownership – We take initiative, act with accountability and treat the business like it's our own
• Collaboration – We believe the best work is done together - respecting different views and working as one team
• Positivity – We believe in possibility, embrace challenges and bring energy to our work
• Focus – We seek clarity, avoid unnecessary complexity and move quickly
• Quality – We push for excellence, raise the bar and never stop improving

Our WoW Factor

We know that a rapidly scaling business requires flexibility, understanding and rewards to maintain momentum and grow together. We are committed to our Ways of Working (WoW) with each other so we can continue to be our best.

Life as a FHubee

As well as industry‑benchmarked compensation and all the hardware and software you need, we offer a thoughtfully‑curated list of benefits. We expect this list to evolve as we continue supporting our team members’ long‑term personal and professional growth and their wellbeing.

• Paid time off: 28 days paid leave (20 holiday days plus 8 public holidays)
• Gym membership
• Regular team events and a vibrant company culture
• WFH and Growth (L&D) budgets
• Workplace pension