Senior Client Success Manager - US

Job description

**About Us** At #paid, we’re on a mission to empower creators to do what they love—create. Our marketplace connects vetted creators with some of the world’s most iconic brands, like McDonald’s, Samsung, and Disney, fostering authentic collaborations that drive real business results. We’ve built a marketplace that solves big challenges in the creator ecosystem, from fair pricing to algorithmic matching and content usage rights, ensuring every partnership is seamless and impactful. With our proprietary technology and an unwavering commitment to trust and transparency, we’re revolutionizing the way brands and creators come together to make magic. Rated #1 for customer support and managed services, #paid is leading the creator marketing space. Through innovative technology and a team of ambitious humans, we're transforming the future of the creator economy. **The Role** As a **Senior Client Success Manager** covering our Key Accounts**,** you’ll be a trusted strategic advisor and operational expert for some of our most valuable brand partners. This role blends high-touch campaign execution (inclusive of Creator Management) with relationship-based account and client management. You’ll lead complex creator marketing programs from start to finish while nurturing long-term relationships with enterprise-level clients. You will not only ensure campaigns align with client objectives but also collaborate with the Client Partners on account renewal and growth. You’ll partner cross-functionally with teams like Product, Sales, Media, Analytics, and Strategy to drive exceptional outcomes, retain and grow key accounts, and shape how #paid works with its largest customers. ### Key Responsibilities - Oversee and execute campaigns for larger, strategic accounts with enterprise-level complexity - Daily tasks include: running program kick-off calls, finalizing program briefs, building creator rosters, contracting creators, scheduling content creation and posts, tracking performance, and leading post-campaign reviews - Build and maintain strong relationships across multiple client stakeholders and departments, acting as a strategic advisor to internal initiatives and broader marketing objectives - In partnership with sales leads you will identify, qualify, and pursue upsell and expansion opportunities across your book of business (100% existing clients) - Own and drive client happiness through: fast response times to inquiries, maintaining professionalism in all interactions, and ownership of individual NPS scores - Understand and consult on internal client processes, pain points, and bottlenecks to align #paid's approach to their strategic priorities - Manage multiple programs simultaneously with periods of varying workload and complexity - Proactively identify process inefficiencies and knowledge gaps, collaborating with peers and your Team Manager to implement improvements - Partner closely with cross-functional internal stakeholders to ensure timely delivery, feedback resolution, and continuous improvement - Collaborate with Sales on customer growth and expansion by providing insights, surfacing opportunities, and presenting value-based solutions - Maintain accurate records in Salesforce and other internal systems to track account health, campaign details, and revenue opportunities ### To be successful, you'll need to - Execute campaigns with minimal oversight, resolving issues and meeting or exceeding client objectives - Develop and present data-driven recommendations to support account growth and retention - Address client concerns proactively, leveraging data and internal experts as needed - Seamlessly manage creator relationships and campaigns to deliver operational excellence - Consistently meet and exceed KPIs across satisfaction, retention, and revenue metrics - Be flexible and available for in-person meetings as needed, whether for internal events or key customer meetings ### About you - You’re client-obsessed and driven to go above and beyond to keep clients happy - You create meaningful relationships and deeply understand client campaign goals and broader business objectives - You’re confident in communicating with senior stakeholders, from Influencer Marketing Managers to CMOs - You bring a commercial mindset, able to balance execution with long-term account growth and strategic thinking - You’re detail-oriented, organized, and thrive in managing multiple complex accounts at once - You’re data-driven, using insights to tell compelling stories and guide decisions - You’re a strong collaborator who shares learnings, best practices, and resources with your team - You have a growth mindset and consistently seek feedback for self-improvement - You have experience in digital and creator marketing and a strong understanding of social media platforms - You have at least 5 years of experience in a client-facing role, ideally with key or enterprise-level accounts - You’ve owned commercial targets such as revenue retention, upsell quotas, or account growth goals - Experience working with enterprise-level clients in agency, or creator tech is highly preferred ### Why #paid - We are a group of passionate and thoughtful people working together to fundamentally change the way brands are built while empowering creators to make a living doing what they love - We are growing quickly! Plus, #paid is the highest-rated platform on the popular G2 Crowd software review website - We have all the fun perks you’d expect—flexible vacation policy, competitive vision, dental and health benefits, team offsites and working hubs, and socials (yes, even remotely!) - We invest in our team members, with L&D budgets and RRSP/401K Matching Programs - We are proud of our culture and care about it deeply—we live by our team values and are always trying to make #paid a better company today than it was yesterday - We empower learning through meaningful career progression and the autonomy to test new ideas