Original listing text, shown exactly as published by the company.
The Opportunity
This is a founding role. You're our first dedicated Customer Success hire for our self-serve platform that brands use every day.
There is no function yet. You build it. The onboarding flow that gets a brand self-serving fast. The health scoring. The engagement cadence. The HubSpot setup. The renewal and expansion playbook. You set the standard the next hire inherits.
That's what makes this version of the job rare. The earliest calls are yours. How onboarding works. Which usage signals mean an account is healthy. Which ones mean it's time to step in. What a good renewal sounds like, and which signals predict it. You decide what the data says, and every call after yours runs on it.
You own a portfolio of brand accounts from the day they sign. The deal is already done when you step in. With a subscription these brands run their own campaigns, so adoption, engagement, retention, growth: all yours. Support, billing, and technical setup sit with our Solutions Engineer, so you stay focused on the relationship.
Why this role exists
The platform will be self-serve. Brands log in and run their own campaigns, and that's exactly why this role matters. Customers don't usually announce that they're leaving. On a self-serve platform they just go quiet, the logins stop, and they churn. Someone has to own the relationship after the signature, or no one does. That's this role. You're the reason an account stays, gets value from the platform, and grows, rather than drifting off quietly.
📍Reporting to Head of Client Solutions
You'll need the right to work in the UK. We're not able to sponsor visas for this role.
What You'll Do
- Build the playbook. There's no playbook to inherit, so you create it: the self-serve onboarding flows, health scoring, the engagement cadence, the HubSpot setup, and the renewal and expansion process. The next hire inherits what you build.
- Own your accounts. Carry a portfolio of brands and know each one well: how they use the platform, what they value, where they're stuck, and when they renew.
- Onboard and train. Get new customers up and running, train their teams on the product, and help them reach value early.
- Drive adoption. Get customers using the platform and the features we ship. Closing the gap between what exists and what gets used is your job.
- Advise on campaigns. Go beyond how the product works. Help brands run better influencer marketing, with a clear point of view on strategy and creator selection.
- Engage consistently. Run a regular cadence of check-ins, reviews, and updates. Write feature comms and newsletters customers actually read.
- Catch churn early. Watch the usage signals, notice when an account goes quiet, and find out why while there's still time to fix it.
- Own renewals, expansion, and upsell. Hit your renewal targets and grow accounts against an upsell quota. Spot where a customer could get more value and make the case for it.
- Carry the customer's voice. Feed what you hear back to Product, so the roadmap reflects how brands actually use the platform.
Who you are
- Knows creator marketing. You understand influencer and creator marketing well enough to advise a brand on campaign strategy and creator choices, with real opinions about what works.
- Experienced. Four or more years in customer success or account management, ideally with a self-serve B2B SaaS product.
- AI-enabled. You already use AI in your own work, and you'll use it to run CS more efficiently and help customers get more from the product.
- Proactive. You reach out before there's a problem. You don't let an account go a month without contact.
- A builder. You're at your best starting from a blank page and turning it into a working system. You'll create the onboarding flow, health model, cadence, and HubSpot setup the whole function runs on.
- Data-literate. You can read usage and tell which accounts are thriving and which are drifting.
- Trusted quickly. Customers take your calls, tell you the truth, and treat you as part of their team.
- Commercially sharp. You see retention, expansion, and upsell as revenue, and you're comfortable carrying a quota and running a renewal conversation.
- A strong writer. You can make a feature update and a newsletter worth reading.
- Organised. You always know the state of every account. Nothing slips.
What the first months look like
- The product and the accounts are new to you, so the first weeks are about getting fluent and learning every account. The retention and growth numbers build over the quarters that follow.
- Weeks 1 to 2. You learn the product end to end and read into every account: who they are, what they pay, how they use the product, and when they renew.
- Weeks 3 to 4. You've spoken to every account at least once and have a clear read on each one: who's thriving, who's gone quiet, who's at risk.
- Weeks 5 to 6. You own the accounts end to end. A regular engagement cadence is running, every at-risk account has a plan, and no account has been left unspoken to.
- After that. The work shows up in the numbers: retention holding and climbing, no account churning that you never engaged, expansion and upsell against quota, and a time to first value that keeps falling as your onboarding gets sharper.
Who this isn't for
- Anyone who needs the function to already exist before they can do the job.
- Anyone who waits for customers to reach out first.
- Anyone who sees the job as reactive support and answering tickets.
- Anyone who would rather email than get on a call.
💰 Rewards: Annual bonus scheme to recognise great work
AI is core to how we operate. Use it to elevate your work. But everything in your application should reflect your own judgement and experience.
💟 Support
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