Senior Customer Success Manager

Role overview

Kit is hiring a Senior Customer Success Manager / Senior Creator Growth Manager (full-time IC) to serve as a trusted advisor for its highest-impact creator accounts. You’ll help creators grow their businesses by optimizing their email strategy and fully leveraging Kit, while improving retention and expansion.

Responsibilities

• Act as a strategic, proactive advisor to high-value creator accounts (portfolio of 50–75 accounts, ~$1M ARR each)
• Translate customer goals into success strategy and account plans
• Improve customer outcomes by:
  • Optimizing email strategy and leveraging Kit features
  • Driving feature adoption and increasing customer engagement
  • Running tests, measuring impact, and scaling what works
• Build strong, trust-based relationships with creators and their teams
• Surface creator needs internally and collaborate cross-functionally with:
  • Creator Growth Managers, Deliverability Specialists
  • Sales and Onboarding
  • Product, Marketing, and Support
• Influence revenue through retaining and expanding customers (renewal/expansion quota not owned from day one, but revenue impact is expected)

Onboarding plan

First week:

• Learn Kit’s platform, internal success workflows, and reporting tools
• Participate in GTKYs (Get To Know You) to build context on culture and the creator community

First month:

• Shadow customer calls and review creator portfolios to understand segmentation and success benchmarks
• Manage a small group of creators to learn the methodology and internal playbooks

First six months:

• Fully own a 50–75 account portfolio and deliver proactive strategic guidance
• Implement initiatives and tests tied to measurable outcomes (retention/expansion)

First year:

• Become a strategic pillar on the Creator Growth team and develop scalable account plans (text cuts off in posting)

Requirements

• Experience owning customer relationships and driving business outcomes through strategy
• Ability to use data to determine what’s working and recommend next steps
• Strong communication and relationship-building skills with creators (high-touch, personalized approach)

Nice to have

• Familiarity with email marketing strategy and creator monetization workflows
• Experience working cross-functionally with product/support teams to improve customer experience
• Comfort with experimentation (tests/measurement) to improve retention and expansion