Senior Customer Success Manager, Influencer Marketing (SaaS)

About Kyra

Kyra is an enterprise influencer marketing platform working with brands like SharkNinja, Coach, H&M, Ray-Ban, and Converse. Our platform manages the full lifecycle — creator discovery, campaign management, content review, payments, analytics, and AI-powered intelligence across TikTok, Instagram, and YouTube.

The Opportunity

This is a founding role. You're our first dedicated Customer Success hire for the platform that brands use every day. There is no function yet. You build it. The onboarding flow. The health scoring. The engagement cadence. The HubSpot setup. The renewal and expansion playbook. You set the standard the next hire inherits.

That's what makes this version of the job rare. The earliest calls are yours. How onboarding works. What a healthy account looks like. When to step in. What a good renewal sounds like. Those decisions shape everything that comes after.

You own a portfolio of brand accounts from the day they sign. The deal is already done when you step in. Adoption, engagement, retention, growth: all yours. Support, billing, and technical setup sit with our Solutions Engineer, so you stay focused on the relationship.

Why this role exists

Customers don't usually announce that they're leaving. They go quiet and they churn, and the post-mortem always lands on the same fact: nobody was really paying attention. Someone has to own the relationship after the signature, or no one does. That's this role. You're the reason an account stays, gets value from the product, and grows, rather than drifting off quietly.

Reporting to Head of Client Solutions

You’ll need the right to work in the UK. We’re not able to sponsor visas for this role.

What You’ll Do

• Build the playbook. There’s no playbook to inherit, so you create it: onboarding flows, health scoring, the engagement cadence, the HubSpot setup, and the renewal and expansion process.
• Own your accounts. Carry a portfolio of brands and know each one well: how they use the product, what they value, where they’re stuck, and when they renew.
• Onboard and train. Get new customers up and running, train their teams on the product, and help them reach value early.
• Drive adoption. Get customers using the product and the features we ship.
• Advise on campaigns. Go beyond how the product works. Help brands run better influencer marketing, with a clear point of view on strategy and creator selection.
• Engage consistently. Run a regular cadence of check-ins, reviews, and updates.
• Catch churn early. Watch the usage signals, notice when an account goes quiet, and find out why while there’s still time to fix it.
• Own renewals, expansion, and upsell. Hit your renewal targets and grow accounts against an upsell quota.
• Carry the customer’s voice. Feed what you hear back to Product, so the roadmap reflects how brands actually use the platform.

Who you are

• Knows creator marketing. You understand influencer and creator marketing well enough to advise a brand on campaign strategy and creator choices.
• Experienced. Four or more years in customer success or account management, ideally in B2B SaaS.
• Proactive. You reach out before there’s a problem.
• A builder. You’re at your best starting from a blank page and turning it into a working system.
• Data-literate. You can read usage and tell which accounts are thriving and which are drifting.
• AI-enabled. You already use AI in your own work.
• Trusted quickly. Customers take your calls, tell you the truth, and treat you as part of their team.
• Commercially sharp. You see retention, expansion, and upsell as revenue.
• A strong writer. You can make a feature update and a newsletter worth reading.
• Organised. You always know the state of every account.

What the first months look like

• Weeks 1 to 2. You learn the product end to end and read into every account.
• Weeks 3 to 4. You’ve spoken to every account at least once and have a clear read on each one.
• Weeks 5 to 6. You own the accounts end to end.
• After that. The work shows up in the numbers: retention holding and climbing, no account churning that you never engaged.

Who this isn't for

• Anyone who needs the function to already exist before they can do the job.
• Anyone who waits for customers to reach out first.
• Anyone who sees the job as reactive support and answering tickets.
• Anyone who would rather email than get on a call.

Benefits

• Location: London-based, hybrid. 3 days per week in‑office, 4 days during the first 2 weeks.
• Annual Time Off: 25 days PTO + bank holidays, 4 company‑wide days off (Kyra Days), 3 wellness days, and paid sick leave each year.
• Growth: Annual Learning & Development budget to invest in your skills.
• Rewards: Annual bonus scheme to recognise great work.
• AI is core to how we operate.

Support

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