Director of Customer Success, Enterprise

📋 Description

• • Director of Customer Success, Enterprise
• • As Director of Customer Success, Enterprise, you will own CreatorIQ’s Enterprise segment — one of three segment-aligned Customer Success Director roles, alongside Agency and Mid-Market — and will be responsible for nurturing the success and growth of a portfolio of our most complex high-value customers, including our Strategic Account Groups (SAG): multi-brand, multi-region enterprise relationships that require deep operational sophistication and executive-level trust.
• • You will be responsible for thoughtfully leading and developing a team of Customer Success Partners and serve as a trusted advisor to senior customer stakeholders, partnering with them to connect CreatorIQ’s platform capabilities to their operating models, business priorities, and long-term influencer marketing visions—helping them achieve meaningful, measurable outcomes and sustained program growth.
• • In this role, you will lead with empathy, clarity, and support—modeling best practices while empowering your team through coaching, mentorship, and shared learning. You will guide strategic, executive-level conversations, ensuring customers consistently experience value and partnership across every engagement. Working closely with cross-functional teams, you will collaboratively refine customer success approaches, enhance onboarding and adoption experiences, and build scalable, repeatable practices that strengthen customer health, deepen relationships, and support long-term retention and expansion.
• • In this role, you’ll get to:
• • Serve as a senior sponsor and point of escalation for CreatorIQ’s Enterprise and Strategic Account Group (SAG) customers, owning the success, retention, and value realization of a portfolio of complex, high-value, multi-brand, multi-region enterprise relationships.
• • Own net revenue retention, renewal forecasting, and expansion strategy across the Enterprise and SAG portfolio, partnering with Sales and executive stakeholders to align account strategy with commercial outcomes.
• • Directly manage and develop a team of CSP’s and a team lead, owning performance management, career pathing, and skills development across the team.
• • Coach and mentor the enterprise team on strategic account management, executive presence, and value-based storytelling, helping elevate performance across the team.
• • Own workload distribution and book-of-business design across the team, balancing account complexity, risk, and each team member’s development goals.
• • Lead strategic business reviews, maturity assessments, and growth planning sessions that map CreatorIQ into enterprise customers’ workflows, resourcing models, and deliverables.
• • Set a high bar for product knowledge across the Enterprise CS team and serve as the senior conduit between Enterprise/SAG customers and CreatorIQ’s product organization, synthesizing feedback into prioritized input for the CPO and product team.
• • Build and maintain knowledge infrastructure for the Enterprise segment — account documentation, playbooks, and an account health scoring model that captures leading indicators of risk and growth.
• • Collaborate cross-functionally with Implementation, Product Education, Support, Sales, and Insights, and define CS performance metrics for CS leadership, to ensure a seamless, value-focused enterprise customer experience.
• • Who you are and what you’ll need for this position:
• • 6-8+ years of experience in Customer Success, Account Management, or Client Services, with a meaningful portion leading enterprise or strategic account relationships within a SaaS environment — experience in martech, adtech, or a comparably complex enterprise software category required.
• • 3+ years of people leadership experience, including experience managing managers or team leads.
• • A proven track record owning net revenue retention, renewal, and expansion outcomes for a portfolio of large, complex, multi-stakeholder accounts (multi-brand, multi-region, or multi-business-unit).
• • Demonstrated experience serving as an executive sponsor or escalation point for enterprise customers — comfortable operating at the VP and C-suite level.
• • Tech-savvy and solutions-oriented, able to identify and resolve challenges for customers while optimizing internal processes using the right tools and platforms.
• • Skilled at leading senior-level and executive conversations, translating business objectives into platform value for complex, multi-stakeholder organizations.
• • Experience building or scaling CS operational infrastructure: playbooks, account health scoring models, performance reporting, or similar systems.
• • Highly organized and capable of overseeing a large, complex book of business with a proactive mindset.
• • Proactive, adaptable, and able to lead a team through ambiguity and rapidly changing environments while keeping the focus on renewal and expansion outcomes.
• • Passion for or familiarity with influencer marketing, creator content, and the future of digital media is a plus.
• • Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at CreatorIQ? Please apply! CreatorIQ is a place where everyone can grow.
• • What you will get from us:
• • People: work with talented, collaborative, and friendly people who love what they do.
• • Guidance: utilize our learning platform to fully get the training and tools you’ll need to become successful here from your first day with us.
• • Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!
• • Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
• • Whole Health Package: medical, dental, vision, life, disability insurance, and more.
• • Savings: a 401k (USA) plan to help you plan ahead.
• • Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).