Senior Customer Success Manager

Job description

Kit https://kit.com/ is an email-first operating system for creators who mean business. We help creators grow and monetize their audience with ease. For coaches, YouTubers, authors, podcasters, and other creatives, there isn't a better marketing hub to rely on to grow audiences, automate email marketing, and sell digital products — all within one platform. More importantly, there isn't a team more committed to helping creators earn a living. We're on a mission to help creators earn $1 billion using our creator marketing platform. We have always been 100% independent and 100% remote. We are proud to have built a product that our customers love, and we look for people who have enthusiasm and belief in our mission, vision, and values to join our team. We're also embracing AI thoughtfully — both in how we build and how we hire to ensure our team is adaptable, innovative, and ready for what's next. THE ROLE We’re deepening our commitment to strategic, high-touch customer success management for our creators. We’re looking for a Senior Creator Growth Manager to act as a trusted advisor to our highest-impact accounts—helping them grow their businesses by optimizing their email strategy and fully leveraging Kit, while positively impacting retention, and expansion for the business. We think about creator experience the way a great host thinks about a guest — not just solving problems when they come up, but anticipating what someone needs before they ask, and delivering an exceptional, personalized experience. This is a full-time IC role for someone who builds real relationships with creators, spots growth opportunities before they're obvious, and turns customer goals into strategy — all while working independently and using data to know what's actually working. YOUR SUPPORT SYSTEM You’ll report to Morgan Kitzmiller https://www.linkedin.com/in/morgan-kitzmiller/, the Manager of the Creator Growth team, and collaborate closely with Creator Growth Managers, Deliverability Specialists, Sales and Onboarding Team Members, and our Product Managers. WHAT YOU'LL DO - First Week: Dive into our core systems, including Kit’s platform, internal success workflows, and reporting tools. Take part in Get To Know You’s (GTKYs) to meet our distributed team and build foundational context on our company culture and creator community. - First Month: Begin shadowing customer calls and reviewing creator portfolios to understand our customer segmentation, goals, and success benchmarks. Start managing a small group of creators to get hands-on with Kit’s success methodology and internal playbooks. While you won’t own a renewal and expansion quota from Day One, you will be expected to influence revenue through retaining and expanding customers. As a team, we’re in the process of implementing team and individual renewal and expansion targets, and are eager to run tests, measure the impact, and scale what works. Look for moments to go beyond the standard playbook — a well-timed check-in, a personal touch, something that makes a creator feel genuinely seen rather than managed - First Six Months: Own a portfolio of 50-75 high-value (~$1m ARR) creator accounts, delivering proactive, strategic guidance and implement strategic initiatives and tests that drive measurable business outcomes, like retention and expansion. Establish strong relationships with creators and their teams built on trust and credibility. Collaborate cross-functionally to ensure creator needs are surfaced internally, and partner with Product, Marketing, and Support to improve the creator experience. Drive feature adoption and increase customer engagement. Build deep fluency in high performing strategies, market trends and insights, and Kit's product roadmap and capabilities so you can proactively recommend the right playbooks and features for each creator, not just react to their questions. - First Year: Become a strategic pillar on the Creator Growth team. Develop account plans and success strategies that support scalable growth across your portfolio, to un-owned accounts, all the way through Product and Lifecycle Marketing efforts. Identify patterns in creator needs, surface insights to the broader team, and contribute to evolving our customer success framework as we scale. Be a go-to product expert on the team, someone Product, Support and Marketing loop in when they want to know how a feature actually lands with creators in the field. WHAT WILL S.E.T. YOU UP FOR SUCCESS Skills - Customer success fundamentals (relationship management, value delivery, renewal prep, emotional intelligence) - Data fluency: email performance metrics, user behavior trends, retention KPIs, utilizing internal tools to create reports and analyze impact - Clear, consultative communication while providing a while glove service to creators—written, verbal, and async - Workflow design and process improvement - CRM tools (e.g., HubSpot) and product usage analytics - Comfort identifying problems, forming hypotheses, and running them through to measurable impact - Strong prioritization based on perceived risk, potential growth, strategic value, and renewal timeframe - Familiarity with tools like Mixpanel, HubSpot, Notion, Slack, and Claude - Cross-functional collaboration with Product, Support, and Marketing Experiences - 4+ years in a Customer Success, Account Management, or Creator Partnerships role - Supporting or working with creators, digital entrepreneurs, or B2C SMBs - Managing a portfolio of high-value customers with quantifiable impact - Collaborating cross-functionally with product, support, and marketing - Leading customer strategy across onboarding, success planning, renewals, risk mitigation, and expansion - Operating in a fast-paced startup or rapidly scaling SaaS environment Traits - Strategic yet scrappy; able to zoom in on a customer need and zoom out to spot patterns - Low ego, high accountability—comfortable taking ownership of outcomes - Proactive and self-directed with a strong bias for clarity and action - Curious and deeply invested in understanding customer goals - Confident navigating ambiguity, independently setting direction, leading strategic conversations with high profile creators, and in creating and executing cross functional projects - Data-driven and action oriented—you consistently spot areas for improvement, create projects to drive change, and measure the impact of your work - You treat every interaction as a chance to make someone feel truly taken care of — you notice the small things, act on them without being asked, and go above and beyond to deliver white glove experiences. - You work in public—you’re eager to share the wins, losses, and learnings of each project or test, and you collaborate to amplify the expertise of your teammates - You regularly look for ways to innovate, create solutions or reduce friction for your team or for customers, and you build your own solutions when needed - You have a deep desire to serve and support others—you are kind, enthusiastic and generous in your nature, and keep the question “what is best for the creator?” at the center of your work WHAT WON'T SET YOU UP FOR SUCCESS - Seeking highly structured environments with little ambiguity - Viewing Customer Success as reactive support rather than a strategic growth function - Being uncomfortable taking initiative or experimenting in the face of uncertainty - Looking to others to take ownership and provide solutions for you - Struggling to context switch and manage multiple priorities at once - Waiting for permission or guidance to execute, problem solve, or develop projects WORKING HOURS AND LOCATION We're 100% remote with team members across the globe. We are looking for someone in North America for this role. We work primarily on East Coast time, so if you're based on the West Coast, you might have a few early mornings. We do our best to keep things reasonable, but a little time zone juggling comes with the territory. COMPENSATION + PERKS + BENEFITS Kit has standardized salaries based on position, no matter where you live. For this role, we're hiring at our Level 3 ($126,000). Level is determined based on experience and our interview process. PERKS + BENEFITS INCLUDE: - Profit Sharing https://www.linkedin.com/feed/update/urn:li:activity:7454911054947688448/ - Kit equity - 401k with a 5% match - We cover up to $2,100 per month toward medical premiums, with dental and vision premiums fully covered. We offer Health Insurance plans through Aetna - $2,000 equipment allowance for your first two years, $1,000 budget every following two years. Company-provided laptops are issued to every Kit team member and are not included in the equipment budget - Individual learning + development budget ($3,500/year) - Gender affirming benefits - Childcare benefit up to $3,000 annually through JOON - Twenty (20) days of paid time off during each year of employment - Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work - Ten (10) paid holidays a year - Two weeks of paid sick time each year, including mental health + well being days - Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year - Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months - Winter Break Closure: Kit closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season. Essential support services remain available, with teams coordinating to ensure coverage during this period - Four-week, paid sabbatical after five years with the team - Fantastic in-person or virtual retreats with the team twice a year HOW TO APPLY We usually receive a large number of applications, and our goal is to follow up with you within two weeks. You’ll hear from us either way. Here’s what you can expect from the rest of our hiring process: 1. Phone screen with our recruiter (30 min) 2. Hiring manager interview (45 min) 3. Take-home assignment 4. Panel interview (60 min) We’ll keep you informed through every step. To get started, complete this application, including a cover letter and answers to the questions on the next page. We read every single application, and your cover letter and responses help put your experience into context. Kit is an equal opportunity employer We value diversity in all of its forms. Research tells us that applicants who are female or non-binary, as well as applicants who are people of color, are less likely to apply for roles they do not feel 100% qualified for. If you think you meet more than 50% of our requirements but fewer than 100% of them, please apply. We’re imperfect communicators, so think of our job postings as the starting point for discussion rather than proof that you shouldn’t apply. Kit does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.