Creator Success Representative

United States Digital Space LLC; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Fully remote

Job summary

Fanvue is a fast-growing creator monetisation platform enabling AI-powered, creator-first experiences. We seek a data-driven CS leader to own a pooled book of 500+ creators, driving retention, expansion, and lifecycle automation at scale.

You will build playbooks, monitor health signals, and run weekly risk and contraction reviews while collaborating with Product, Support, and Growth to improve outcomes. Fully remote with a London office option.

Qualifications

• 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.
• 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).

Responsibilities

• 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.

Skills

Customer Success

Data analysis

Automation

Playbooks

Communication

Self-directed

Tools

CS platform

Dashboards

Health scores

Job description

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 $200M+ 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.

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?

• Fanvue supports hundreds of thousands of creators and millions of fans globally. The problems you solve here are real and immediate
• AI-native engineering: we are not bolting AI on. It is core to our product and how we build
• Series A momentum: triple-digit growth means the problems you solve today define the platform for years
• Fully remote with unlimited PTO, flexible working hours, a London office and WeWork access when you want it
• Salary reviews every six months, we don't wait for annual cycles to recognise your growth
• Travel and office budgets for team off‑sites or kitting out your home setup
• Benefits package including gym memberships, apps, and more we're actively building out

Fanvue is for EveryoneWe know that diverse teams build better products. Even if you do not meet every requirement, we encourage you to apply. Potential, mindset, and ambition matter just as much as experience.

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