Temporary Client Management Sucess

The Creator Success Lead will play a pivotal role in supporting creators by ensuring they have the tools and resources needed to thrive. This temporary position requires a proactive individual with a strong understanding of the business services industry and a commitment to delivering exceptional support.

Client Details

The employer is a medium‑size organisation operating within the business services industry. They focus on providing tailored support and solutions to their clients, ensuring efficiency and excellence in all aspects of their operations.

Description

Creator Relationship Management

• Own and manage relationships with a portfolio of creators, serving as their primary point of contact.
• Build trusted, long‑term partnerships through proactive communication.
• Lead creator onboarding/offboarding, ensuring a smooth transition into/out of the agency services.
• Conduct regular calls and check‑ins with creators to understand goals, challenges, and opportunities for growth.
• Act as the voice of creators internally, advocating for their needs across operations, sales, marketing, and leadership teams.
• Manage and own the creator WhatsApp groups, using the four D’s matrix to do, delete, delegate or delay.

Retention & Churn Management

• Own creator retention targets and proactively identify churn risks before they escalation.
• Develop and execute retention strategies to improve creator lifetime value and engagement.
• Monitor creator health metrics, engagement signals, satisfaction scores, and revenue trends to identify at‑risk creators.
• Work with the team to implement structured recovery plans for dissatisfied or disengaged creators.
• Analyse churn drivers and present recommendations to leadership on reducing attrition.

Revenue Growth & Upselling

• Drive revenue growth across the creator portfolio through upselling and cross‑selling agency services.
• Identify opportunities to expand creator adoption of additional products, services, and monetisation channels.
• Partner with paywall and marketing teams to maximise creator lifetime value.

Creator Success Operations

• Ensure the creators are sent weekly to‑do lists based on the delivery teams’ requirements for content.
• Follow up with the creators to ensure content creation scores are improving.
• Establish and maintain scalable creator success processes, playbooks, and communication frameworks.
• Develop creator grouping strategies to ensure appropriate service levels across different creator tiers.
• Create and optimise workflows for onboarding, retention, escalation management, and creator engagement.
• Ensure CRM and creator records are consistently maintained and up to date.
• Ensure that the delivery teams are completing their Asana tasks based on the creators’ requests within a timely manner.

Performance & Analytics

• Track and report on key creator success metrics, including:
• Churn rate
• Creator retention rate
• Net Revenue Retention (NRR)
• Expansion revenue
• Creator Lifetime Value (LTV)
• CSAT
• NPS
• Creator engagement scores
• Creator content production
• Produce regular performance reports and insights for leadership.
• Use data to identify trends, opportunities, and operational improvements.

Escalation & Issue Resolution

• Manage complex creator issues and escalations with professionalism and urgency.
• Resolve disputes, concerns, and service‑related challenges while protecting long‑term creator relationships.
• Coordinate resources to ensure timely issue resolution.
• Maintain high standards of creator communication during periods of change or challenge.

Profile

Required Skills & Experience

• 2+ years’ experience in Customer Success, Account Management, Creator Management, Talent Management or a similar client‑facing role.
• Proven experience managing a large portfolio of clients or creators while maintaining strong relationships and high levels of satisfaction.
• Demonstrable experience improving client retention, reducing churn and driving account growth.
• Strong commercial mindset with experience identifying upsell and cross‑sell opportunities.
• Excellent communication and relationship‑building skills, with confidence leading calls and managing challenging conversations.
• Experience tracking and reporting on performance metrics such as retention, churn, CSAT, NPS, engagement and revenue.
• Highly organised with the ability to prioritise workloads and manage multiple stakeholders simultaneously.
• Experience using CRM systems and project management tools such as Asana, Monday or similar platforms.
• Strong problem‑solving skills with the ability to proactively identify issues and implement solutions.
• Comfortable working in a fast‑paced, high‑growth environment with a high level of autonomy and ownership.

Job Offer

• Competitive hourly rate between £14 and £17.
• Opportunity to work with a medium‑sized organisation in the business services industry.
• A temporary role offering flexibility and valuable experience.
• Supportive environment that encourages professional growth.

If this role aligns with your expertise and goals, we encourage you to apply and take the next step in your career.

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