Senior Client Success Manager
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, you are the key driver of success in executing client creator marketing programs. Responsible for the complete execution of campaigns, you will ensure they align with client objectives while managing, nurturing, and expanding client relationships.
This role requires a proactive, results-driven professional who can navigate complexities, optimize processes, and prioritize client satisfaction. You will directly own and manage the relationships #paid has with its creators and clients post-sale. Additionally, you will collaborate with cross-functional internal stakeholders, including Product, Sales, Media, Analytics, and Strategy, to deliver exceptional client experiences by ensuring feedback is addressed and solutions are implemented effectively.
Responsibilities
- Oversee and execute campaigns for larger, strategic accounts
- Daily tasks include: running program kick-off calls, finalizing program briefs, building creator rosters and contracting creators, scheduling content creation and posts, tracking program performance, presenting comprehensive post-campaign reviews, communicating with the creator network
- Own and drive client happiness through: Fast response times to client inquiries, maintaining professionalism in all meetings, calls, and emails, ownership of individual NPS scores
- Manage multiple campaigns simultaneously, with periods of varying workloads.
- Proactively identify process inefficiencies and knowledge gaps, collaborating with peers and your Team Manager to implement improvements
- Work closely with stakeholders in Product, Sales, Media, Analytics, and Strategy to optimize client satisfaction, ensuring client feedback is documented and addressed
- Collaborate with Sales on customer growth and expansion by providing insights and recommendations for further partnerships
To be successful, you'll need to
- Execute campaigns with minimal oversight, resolving issues and meeting or exceeding client objectives
- Address client concerns proactively, leveraging data and input from management or subject matter experts when needed
- Manage creator relationships and campaigns seamlessly, ensuring smooth operations, impactful results, and alignment with client goals
- Consistently meet and exceed KPIs, including client satisfaction scores, retention, and revenue growth 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 ensure a thorough understanding of client campaign goals and broader business objectives
- You know how to set and manage expectations with clients and key stakeholders effectively
- You’re detail-oriented and capable of managing multiple programs simultaneously
- You can balance tactical strategies to satisfy clients with strategic plans for account expansion
- You’re data-driven, using insights from campaign performance to tell compelling stories and guide decisions
- You share learnings and best practices with your team, creating resources that foster continuous improvement and collaboration
- You’re always working on self-improvement, proactively seeking feedback and taking steps to grow and develop
- You’re experienced in digital marketing, particularly creator marketing, with a strong understanding of social media platforms like Instagram, Facebook, TikTok, Snapchat, YouTube, and emerging channels
- You have at least 5 years of experience in a client-facing role managing relationships, with a demonstrable track record of driving customer outcomes
- Direct experience in creator and influencer marketing 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
Equal Employment Opportunity
#paid is an equal opportunity employer and as such, we do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.
We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their best and authentic selves to work.
If you require any accommodations during the recruitment process, whether it be alternate forms of material, accessible meeting rooms, etc., please let us know and we will work with you to meet your needs.
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