Head of Customer Success in London

Lickd is the world's first mainstream music licensing platform for content creators, giving You Tube creators legal access to chart music for the first time.

The Lickd Creator Platform is our B2C product, serving a fast-growing base of You Tube creators worldwide.

We're looking for a Head of Customer Success to own the post-signup experience on the Creator Platform, turning activation into retention, retention into advocacy, and customer insight into product intelligence.

This is a senior individual contributor role with a clear path to building a team.

You’ll work closely with the CPO, Product, and Commercial teams, acting as the voice of the creator in the building.

We want someone who is analytically sharp, operationally rigorous, and already using AI to work smarter across CRM management, research synthesis, and customer communication.

Responsibilities

• Daily Management of the outsourced customer service team for claims management and customer queries
• Manage high-profile and complex customer claims tickets to resolve promptly
• Own the end-to-end customer success function for the Lickd Creator Platform, from onboarding through to retention, renewal, and expansion
• Design and implement a customer success strategy with clear, measurable KPIs: activation rate, retention, NPS, churn reduction, and expansion revenue
• Build and maintain a best-in-class CRM operation in Hub Spot, lifecycle stage management, health scoring, automated touchpoint sequences, and performance dashboards
• Establish a structured customer feedback loop: own the full cycle from interview recruitment and UX research sessions through to synthesis, insight documentation, and handoff to the product team
• Partner directly with the CPO to translate creator insight into prioritised product input. You are the voice of the creator in the room
• Identify at‑risk accounts early using data signals and intervene proactively to reduce churn
• Be the escalation point for complex or sensitive customer issues, managing resolution with speed and care
• Manage and quality‑assure any third‑party customer support providers, ensuring SLA adherence and brand consistency
• Oversee and continuously improve the Help Centre - ensuring FAQs, guides, and self‑serve content stay accurate and reduce inbound volume
• Build a library of success playbooks - onboarding guides, escalation paths, expansion triggers, that can scale as the team grows
• Use AI tooling to accelerate CS operations: research synthesis, CRM enrichment, customer communication drafting, churn signal detection, and feedback tagging
• Report regularly to senior leadership on creator health metrics, retention trends, and qualitative insight themes
• Personal Attributes
• AI-native in your day‑to‑day operations. You use AI to move faster, synthesise more, and focus your time where human judgement actually matters
• Deeply empathetic with customers, but analytically grounded. You back intuition with data
• A structured thinker who can build processes from scratch, document them clearly, and get others to follow them
• Comfortable as a senior individual contributor in a lean, fast‑moving startup. You don't wait for a team to get things done
• Strong communicator who can translate customer insight into language that resonates with both product teams and senior leadership
• Commercially aware. You think in terms of LTV, expansion revenue, and churn impact, not just satisfaction scores
• Resilient, resourceful, and comfortable with ambiguity
• Required Experience
• 4+ years in a customer success or customer experience role, with at least 2 years at a senior or lead level
• A demonstrable track record of implementing a customer success strategy, with before/after metrics to show for it
• Deep, hands‑on Hub Spot experience: lifecycle management, workflows, sequences, health scoring, and reporting
• Experience building and running a customer feedback programme, including UX research interviews, survey design, and structured synthesis
• Strong analytical skills: retention cohorts, churn analysis, NPS trends, and activation funnels
• Experience managing or quality‑assuring third‑party support providers
• Demonstrated use of AI tools to improve CS operations. This should be habitual, not experimental
• Excellent written and verbal communication skills
• Desired Experience
• Experience in the creator economy, music, or media tech
• Familiarity with You Tube's Content Management System (CMS) and how creators operate within it
• Experience growing or managing a small CS team
• Exposure to a subscription or usage‑based B2C product
• Company Benefits
• 25 days holiday + bank holidays
• Flexible remote working
• Work from anywhere for 2 weeks per year
• Pension scheme with employer contribution
• Private healthcare or cash equivalent
• Regular team socials
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