At a Glance
- Tasks: Manage a portfolio of 500+ creators, driving retention and revenue through data-driven strategies.
- Company: Join Fanvue, a leading creator monetisation platform with rapid growth and innovation.
- Benefits: Enjoy unlimited PTO, flexible hours, and a supportive benefits package.
- Other info: Be part of a diverse team that values potential and ambition over just experience.
- Why this job: Make a real impact in the creator economy while working remotely with a dynamic team.
- Qualifications: Experience in Customer Success or Account Management, with strong data analysis skills.
The predicted salary is between 51750 - 63250 £ per year.
Fanvue is one of the fastest-growing creator monetisation platforms globally. We're an AI-powered, creator-first platform helping creators connect, engage, and earn directly from their audiences at scale. Following our recent Series A, Fanvue has surpassed $100M+ in annual recurring revenue, with triple-digit year-on-year growth, supporting hundreds of thousands of creators and millions of fans worldwide.
As Fanvue scales, we need to protect and grow revenue across our mid-to-long-tail creator base without relying on 1:1 CSM ratios. The Pooled CSM model is how we do that: one person owning a large book of creators through data-driven playbooks, automated workflows, and targeted interventions.
The Role
We're hiring a Pooled Creator Success Manager to own retention and revenue outcomes across a portfolio of 500+ creators in a 1:many, tech-touch model. This is not a traditional CSM seat. You will not have a handful of named accounts and weekly check-ins. Instead, you will build and run scalable playbooks, monitor risk and contraction signals across a large cohort, and intervene where the data tells you to. Think CS operations meets account management. You will report to Thea and work closely with the wider Creator Success team.
What You'll Do
- Own a pooled book of 500+ creators with full accountability for gross revenue retention
- Build, maintain, and iterate playbooks that drive retention, reduce contraction, and surface expansion opportunities at scale
- Monitor creator health signals (engagement drops, earnings decline, support ticket spikes) and run targeted interventions before churn materialises
- Run a weekly cadence: risk alerts, contraction monitoring, playbook execution reviews
- Design and automate lifecycle touchpoints (onboarding sequences, re-engagement campaigns, feature adoption nudges) through CS platform workflows
- Support the broader CS team by providing pooled coverage as more creators move out of dedicated 1:1 management
- Provide reactive support to creators in the pooled segment when risks, problems, or support needs arise
- Partner with Product, Support, Moderation, and Growth to close feedback loops and improve creator outcomes
- Track and report on cohort-level retention, contraction, and engagement metrics
Who You Are
- Experienced in Customer Success, Account Management, or CS Operations, ideally in a tech-touch or SMB/scale segment
- Hands-on experience with a CS platform (health scoring, playbook automation, lifecycle workflows)
- Comfortable building playbooks, automations, and health scores from scratch, not just running someone else's
- Data-literate: you can pull insights from dashboards, spot trends in cohort data, and translate them into actions
- Strong written communicator who can craft clear, concise creator-facing messaging at scale
- Comfortable managing a large book through systems and signals rather than personal relationships
- Self-directed and structured, you set your own cadence and hold yourself accountable
- Familiar with the creator economy, subscription platforms, or marketplace models (a plus, not a must)
You'll Thrive Here If
- You like building systems more than managing relationships one by one
- You get energy from finding patterns in data and acting on them before anyone asks
- You want ownership of a segment, not just a task list
- You are motivated by retention metrics and commercial outcomes
You'll Struggle Here If
- You prefer deep 1:1 relationships over scaled models
- You need someone else to build your workflows and tell you what to automate
- You are uncomfortable with ambiguity or building processes from zero
- You wait for problems to surface rather than hunting for them
Why Join Fanvue?
- Sunday Times Best Places to Work, two years running. We don't just say we have great culture, we prove it
- Fanvue supports hundreds of thousands of creators and millions of fans globally. The problems you solve here are real and immediate
- AI-native engineering: we are not bolting AI on. It is core to our product and how we build
- Series A momentum: triple-digit growth means the problems you solve today define the platform for years
- Fully remote with unlimited PTO, flexible working hours, a London office and WeWork access when you want it
- Salary reviews every six months, we don't wait for annual cycles to recognise your growth
- Travel and office budgets for team off-sites or kitting out your home setup
- Benefits package including gym memberships, apps, and more we're actively building out
Fanvue is for Everyone
We know that diverse teams build better products. Even if you do not meet every requirement, we encourage you to apply. Potential, mindset, and ambition matter just as much as experience.
Creator Success Representative in London employer: Fanvue
Fanvue is an exceptional employer, recognised as one of the Sunday Times Best Places to Work for two consecutive years. With a fully remote work environment, unlimited PTO, and flexible hours, we prioritise employee well-being while fostering a culture of innovation and growth. Join us to be part of a rapidly scaling platform that empowers creators globally, where your contributions directly impact our success and you have access to continuous development opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Creator Success Representative in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fanvue. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fanvue before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Creator Success Representative in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fanvue:Your cover letter is your chance to shine! Tell us why you want to work at Fanvue specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fanvue!
How to prepare for a job interview at Fanvue
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
