Full job descriptionClient Account Manager
*28 days annual leave (including bank holidays)
*Workplace pension scheme
*Gym membership
*Regular team events and a collaborative company culture
*Phone / Laptop provided
*Based in Chessington
Role Overview
The Creator Success Lead is responsible for owning the end-to-end creator experience within the business, with a primary focus on retention, growth, and satisfaction.
You will manage creator relationships, identify opportunities to improve performance and revenue, and ensure creators receive consistent, high-quality support. As the first hire in this function, you will also help shape processes and define the Creator Success framework across the company.
Working closely with internal teams, you will act as the voice of creators and play a key role in improving engagement, reducing churn, and driving long-term value.
Key Responsibilities
*Manage a portfolio of accounts, acting as the main point of contact and building strong relationships
*Lead onboarding and offboarding processes to ensure smooth transitions
*Run regular check-ins to review performance, goals, and growth opportunities
*Act as the voice of the customer internally, sharing feedback with relevant teams
*Monitor account health, engagement, and performance to identify risks early
*Develop and execute retention strategies to improve engagement and reduce churn
*Support revenue growth through upselling and cross-selling opportunities
*Analyse performance data and churn trends, providing insights to leadership
*Manage escalations and resolve issues in a timely, professional manner
*Collaborate cross-functionally to improve client experience and outcomes
*Maintain accurate CRM records and report on key performance metrics
Skills & Experience
· 2+ years’ experience in Customer Success, Account Management, Creator Management, Talent Management, or similar role
· Proven ability to manage a portfolio of clients or creators at scale
· Strong track record in improving retention and reducing churn
· Experience identifying upsell and growth opportunities
· Strong analytical skills with experience using performance metrics (CSAT, NPS, LTV, retention, etc.)
· Experience using CRM systems and project management tools
· Excellent communication skills with confidence handling complex or challenging conversations
Personal Attributes
· Strong ownership mindset and accountability
· Highly organised with excellent prioritisation skills
· Commercially aware with a growth-oriented mindset
· Calm and effective under pressure
· Proactive problem-solver who anticipates issues early
· Collaborative and team-oriented approach
· Comfortable working in a fast-paced, evolving environment
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Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.
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Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.