At a Glance
- Tasks: Lead a dynamic team to drive customer success and maximise platform value.
- Company: Join CreatorIQ, a fast-growing leader in the creator economy.
- Benefits: Enjoy 25 days vacation, wellness perks, stock options, and comprehensive healthcare.
- Other info: Flexible hybrid work model with opportunities for growth and innovation.
- Why this job: Make a real impact in a collaborative environment while shaping customer experiences.
- Qualifications: 5+ years in customer success with strong leadership and communication skills.
The predicted salary is between 80000 - 105000 £ per year.
CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies. We're on a mission to make businesses more human, and humans more impactful. We operate by our values - be intentional, pursue excellence every day, embrace the journey together, and be a good human - every day.
As our EMEA Customer Success organization continues to grow, we're looking for an experienced, people-first leader to help scale a high-performing team and drive exceptional customer outcomes. You'll lead a team of Customer Success Professionals responsible for helping enterprise customers maximize the value of the CreatorIQ platform. You'll empower your team through coaching, mentorship, and strategic leadership while ensuring exceptional customer experiences, strong retention outcomes, and operational excellence.
In this role, you'll get to:
- Lead, coach, and develop a team of approximately 5-6 Customer Success Professionals, fostering a high-performance and customer-centric culture.
- Partner with team members on strategic customer engagements, executive business reviews, renewal discussions, and complex customer escalations.
- Drive retention, adoption, and growth outcomes by helping customers achieve measurable business value from the CreatorIQ platform.
- Own team forecasting, risk management, account health reviews, and operational processes to ensure consistent execution and visibility across the customer lifecycle.
- Collaborate cross-functionally with Sales, Product, Professional Services, and Support teams while identifying opportunities to leverage AI and automation to improve team productivity and customer outcomes.
Who you are and what you'll need for this position:
- 5+ years of experience in Enterprise Customer Success, Account Management, or a related customer-facing SaaS role, with previous people leadership experience.
- Proven ability to coach, mentor, and develop Customer Success professionals while building trust and driving team performance.
- Experience managing enterprise customer relationships, leading executive-level conversations, and partnering with senior stakeholders across complex organizations.
- Demonstrated success driving customer adoption, retention, renewals, and expansion, with strong commercial acumen and a customer-first mindset.
- Experience managing customer escalations and collaborating effectively across Sales, Product, Professional Services, and Support teams.
- Proficiency with CRM platforms (Salesforce preferred) and strong operational skills related to forecasting, pipeline management, and risk mitigation.
- Excellent communication, presentation, and stakeholder management skills.
- Experience within the influencer marketing, creator economy, social media technology, MarTech, or adjacent SaaS industries is strongly preferred.
- Comfortable leveraging AI tools to drive productivity, generate customer insights, and improve team effectiveness.
What you will get from us:
- 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.
- Work/life harmony: 25 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
- Stock options as part of our equity-sharing program.
- Healthcare coverage, encompassing mental health, physical therapies, dental, vision, cancer coverage, and more.
- Comprehensive perks program providing stipends for wellness, cell phone and internet, home office setup, mental wellness, professional development, plus occasional company-funded meal opportunities throughout the year.
At CreatorIQ, we believe that diversity is the key to unlocking our full potential. We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique.
Compensation: £80K - £105K Offers Equity Offers Bonus
Manager, Customer Success employer: Jackalope Digital LLC
At CreatorIQ, we pride ourselves on being an exceptional employer, fostering a vibrant work culture that prioritises collaboration, innovation, and personal growth. Our London office offers a hybrid work model, allowing for flexibility while ensuring strong team connections, and we provide comprehensive benefits including generous vacation days, wellness allowances, and stock options. Join us to be part of a diverse team dedicated to transforming the marketing industry and making a meaningful impact together.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jackalope Digital LLC. 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 Jackalope Digital LLC 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 Manager, Customer Success
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 Jackalope Digital LLC:Your cover letter is your chance to shine! Tell us why you want to work at Jackalope Digital LLC 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 Jackalope Digital LLC!
How to prepare for a job interview at Jackalope Digital LLC
✨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.
