Manager, Customer Success

CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies. We’re on a mission to make businesses more human, and humans more impactful. We operate by our values — be intentional, pursue excellence every day, embrace the journey together, and be a good human — every day. CreatorIQ has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY. It’s been named a Fastest-Growing Company in North America on the Deloitte Technology Fast 500™ for four years, was named a leader in IDC MarketScape: Worldwide Influencer Marketing Platforms for Large Enterprises in 2025, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions, and has been consistently recognized by G2 as a Leader, and is rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles. We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together! MANAGER, CUSTOMER SUCCESS As our EMEA Customer Success organization continues to grow, we're looking for an experienced, people-first leader to help scale a high-performing team and drive exceptional customer outcomes. As Manager, Customer Success, you'll lead a team of Customer Success Professionals responsible for helping enterprise customers maximize the value of the CreatorIQ platform. You'll empower your team through coaching, mentorship, and strategic leadership while ensuring exceptional customer experiences, strong retention outcomes, and operational excellence. You'll partner closely with Sales, Product, Professional Services, and Support teams to drive customer success at scale, champion AI-powered efficiencies, and foster a culture of accountability, collaboration, and continuous improvement. Location: London, UK (Hybrid, 3 days per week in office) Travel: Approximately 20% travel across EMEA customer locations. In this role, you’ll get to: - Lead, coach, and develop a team of approximately 5-6 Customer Success Professionals, fostering a high-performance and customer-centric culture. - Partner with team members on strategic customer engagements, executive business reviews, renewal discussions, and complex customer escalations. - Drive retention, adoption, and growth outcomes by helping customers achieve measurable business value from the CreatorIQ platform. - Own team forecasting, risk management, account health reviews, and operational processes to ensure consistent execution and visibility across the customer lifecycle. - Collaborate cross-functionally with Sales, Product, Professional Services, and Support teams while identifying opportunities to leverage AI and automation to improve team productivity and customer outcomes. Who you are and what you’ll need for this position: - 5+ years of experience in Enterprise Customer Success, Account Management, or a related customer-facing SaaS role, with previous people leadership experience. - Proven ability to coach, mentor, and develop Customer Success professionals while building trust and driving team performance. - Experience managing enterprise customer relationships, leading executive-level conversations, and partnering with senior stakeholders across complex organizations. - Demonstrated success driving customer adoption, retention, renewals, and expansion, with strong commercial acumen and a customer-first mindset. - Experience managing customer escalations and collaborating effectively across Sales, Product, Professional Services, and Support teams. - Proficiency with CRM platforms (Salesforce preferred) and strong operational skills related to forecasting, pipeline management, and risk mitigation. - Excellent communication, presentation, and stakeholder management skills. - Experience within t