Sr. Director of Client Success, Creator Operations & Acquisition

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 We are seeking a strategic, growth-oriented leader to serve as our Sr. Director of CS & Creator Operations & Acqusition. You will lead three interconnected functions: Client Success, Creator Operations, and Creator Acquisition, managing 5 direct reports. You will own the full lifecycle of client partnerships and creator network strategy, balancing delivery excellence, operational efficiency, and supply-side growth to fuel the company's next phase of scale. This role sits at the intersection of revenue (client satisfaction and expansion), operations (creator sourcing and fulfillment), and supply growth (building the creator ecosystem). You'll need deep expertise in client success, platform fluency across Meta, TikTok, Snap, Pinterest, YouTube, and adjacent channels, a track record of scaling teams in fast-paced environments, and the operational acumen to run a complex, margin-aware business. ### Key Responsibilities Team Leadership & Organizational Excellence - Lead, coach, and scale a team of 5 managers and directors across Client Success, Creator Operations, and Creator Acquisition; setting shared performance and margin standards while developing each function against its distinct craft - Own hiring, onboarding, and development of high-performing talent across all three functions - Establish and enforce accountability frameworks tied to retention, expansion, delivery speed, margin, and team engagement (eNPS) - Hold regular 1:1s with direct reports to support their professional development, especially in executive communication, operational strategy, and risk identification - Conduct quarterly performance reviews and co-create development plans with managers - Lead weekly cross-functional team syncs, transforming insights into scalable improvements and initiatives Client Success & Growth - Develop strategy and lead execution across our client portfolio, tailoring approaches by vertical and segment - Help brands achieve meaningful outcomes through #paid by consistently delivering on their objectives, building long-term partnerships, and enabling them to win with creators - Drive retention and expansion by identifying client needs, delivering measurable value, and turning success into long-term growth - Deliver on key team metrics including retention, expansion, Net Promoter Score and revenue targets - Act as an executive sponsor for key accounts to ensure strategic alignment and satisfaction - Run monthly cross-functional account reviews with Sales, Strategy, and Creator Operations to align on growth opportunities and mitigate risks - Implement systems and frameworks that improve client satisfaction, campaign performance, and operational efficiency Creator Operations Strategy & Execution - Own the strategy and performance of Creator Operations - the engine that sources, negotiates with, and onboards creators from #paid's network into brand rosters delivering speed, quality, and cost efficiency at scale - Drive measurable improvement across core delivery KPIs: roster turnaround time (TAT), 1st-round roster approval rate, on-time roster delivery, and roster margin protection - Tailor sourcing, negotiation, and onboarding motions to the needs of each customer segment (SMB vs. strategic vs. enterprise) rather than running one flat process - Partner with Product and Engineering to automate manual sourcing, negotiation, and onboarding workflows so the function scales without linear headcount growth - Establish quality standards and vetting frameworks for creator onboarding, and hold the ops team accountable to them - Work with Sales and Client Success to forecast roster demand and proactively flag supply constraints before they become delivery risks Creator Acquisition & Network Strategy - Set and drive the strategy for growing #paid's creator network through agency partnerships, talent-management relationships, and direct creator acquisition — building supply that is margin-aware, not just large - Own both the relationship layer (serve as executive sponsor for key agency and talent partners) and the pipeline layer (forecasting network gaps, identifying supply constraints, acquiring ahead of demand) - Align network growth with demand signals from Sales and Client Success so roster needs are met before they become delivery constraints - Establish standards for creator vetting, quality, and ongoing network health, and hold acquisition sources accountable to them - Track creator network health metrics and recommend adjustments to acquisition strategy based on client outcomes and margin performance Cross-Functional Collaboration & Operations - Collaborate with Sales, Product, Marketing, and Strategy to continuously elevate the client experience and campaign outcomes - Apply deep media expertise and platform knowledge to guide internal teams and clients, helping brands make data-informed decisions across paid social and digital channels - Partner with Product and Engineering on roadmap priorities that unblock operational scalability - Track and align department operations with budget, proactively addressing risks and optimizing for future success - Meet weekly with the Chief Client Officer to align on progress, unblock challenges, and iterate on operational improvements - Stay current on platform changes, creative trends, and competitive dynamics in the creator marketing space ### To Be Successful, You'll need - Lead with data: Comfortable owning and reporting on KPIs across client health (NPS, retention, expansion), operational delivery (TAT, approval rates, margin), and team performance (eNPS, utilization) - Directly mentor: Hold regular 1:1s with your five direct reports, supporting their growth and addressing performance gaps with directness and coaching - Manage ambiguity: Thrive in scaleup environments where processes are still being built — comfort iterating quickly and making decisions with incomplete information - Operate cross-functionally: Partner with Sales, Product, and Strategy weekly to solve problems and identify growth opportunities - Balance competing priorities: Protect team from burnout while driving accountability on margin, speed, and quality simultaneously - Apply platform fluency: Leverage deep knowledge of Meta, TikTok, Snap, Pinterest, YouTube, and adjacent channels to guide strategy, spot trends, and unblock creative challenges - Develop talent: Build a pipeline of emerging leaders; create development plans tailored to each team member's growth trajectory - Own both sides: Equally comfortable in client relationships (executive sponsors) and operational complexity (creator sourcing, margin management, KPI tracking) ### About You - 10+ years in client-facing roles within digital media, social, or agency environments, with a strong Customer Success foundation as your primary anchor - 1+ years of creator/influencer marketing experience and deep knowledge of paid social platforms (Meta, TikTok, Snap, Pinterest, YouTube, etc.) - Managed managers for 1+ years and led teams at comparable scale (~30+ people across multiple functions, including managing 3+ direct reports) - Ad tech, Advertising, or Agency industry background — not pure SaaS; ideally with both agency and ad tech exposure - 5+ years partnering directly with sales teams to align on demand, pipeline, and growth strategy; track record of enterprise relationship management - Data-driven, direct communicator with low ego — comfortable leading with metrics and having hard performance conversations with empathy and clarity - Thrive in scaleup ambiguity: Energized by building processes and scaling teams in uncertain environments; you don't need everything handed to you - High AI adoption mindset; cross-functional influence with Sales and Product