Creator Success Representative

Fanvue is one of the fastest-growing creator monetisation platforms globally. We're an AI-powered, creator-first platform helping creators connect, engage, and earn directly from their audiences at scale. Following our recent Series A, Fanvue has surpassed $100M+ in annual recurring revenue, with triple-digit year-on-year growth, supporting hundreds of thousands of creators and millions of fans worldwide. As Fanvue scales, we need to protect and grow revenue across our mid-to-long-tail creator base without relying on 1:1 CSM ratios. The Pooled CSM model is how we do that: one person owning a large book of creators through data-driven playbooks, automated workflows, and targeted interventions. 🎯 THE ROLE We're hiring a Pooled Creator Success Manager to own retention and revenue outcomes across a portfolio of 500+ creators in a 1:many, tech-touch model. This is not a traditional CSM seat. You will not have a handful of named accounts and weekly check-ins. Instead, you will build and run scalable playbooks, monitor risk and contraction signals across a large cohort, and intervene where the data tells you to. Think CS operations meets account management. You will report to Thea and work closely with the wider Creator Success team. 🚀 WHAT YOU'LL DO - Own a pooled book of 500+ creators with full accountability for gross revenue retention - Build, maintain, and iterate playbooks that drive retention, reduce contraction, and surface expansion opportunities at scale - Monitor creator health signals (engagement drops, earnings decline, support ticket spikes) and run targeted interventions before churn materialises - Run a weekly cadence: risk alerts, contraction monitoring, playbook execution reviews - Design and automate lifecycle touchpoints (onboarding sequences, re-engagement campaigns, feature adoption nudges) through CS platform workflows - Support the broader CS team by providing pooled coverage as more creators move out of dedicated 1:1 management - Provide reactive support to creators in the pooled segment when risks, problems, or support needs arise - Partner with Product, Support, Moderation, and Growth to close feedback loops and improve creator outcomes - Track and report on cohort-level retention, contraction, and engagement metrics 👀 WHO YOU ARE - Experienced in Customer Success, Account Management, or CS Operations, ideally in a tech-touch or SMB/scale segment - Hands-on experience with a CS platform (health scoring, playbook automation, lifecycle workflows) - Comfortable building playbooks, automations, and health scores from scratch, not just running someone else's - Data-literate: you can pull insights from dashboards, spot trends in cohort data, and translate them into actions - Strong written communicator who can craft clear, concise creator-facing messaging at scale - Comfortable managing a large book through systems and signals rather than personal relationships - Self-directed and structured, you set your own cadence and hold yourself accountable - Familiar with the creator economy, subscription platforms, or marketplace models (a plus, not a must) ✨ YOU'LL THRIVE HERE IF - You like building systems more than managing relationships one by one - You get energy from finding patterns in data and acting on them before anyone asks - You want ownership of a segment, not just a task list - You are motivated by retention metrics and commercial outcomes ⚠️ YOU'LL STRUGGLE HERE IF - You prefer deep 1:1 relationships over scaled models - You need someone else to build your workflows and tell you what to automate - You are uncomfortable with ambiguity or building processes from zero - You wait for problems to surface rather than hunting for them 🌍 WHY JOIN FANVUE? - Sunday Times Best Places to Work, two years running. We don't just say we have great culture, we prove it - Fanvue supports hundreds of thousands of creators and millions of fans glob