Director, Customer Success

Jackalope Digital LLC

Greater London

Hybrid

GBP 98,000 - 120,000

Full time

5 days ago

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Benefits offered by this job

25 days vacation

Equity stock options

Healthcare coverage

Wellness stipend

Parental leave

Meal opportunities

Job summary

CreatorIQ in London is seeking a Director of Customer Success for the EMEA region. You will lead a team of CS professionals, own portfolio performance, and partner with Sales, Product, Marketing, and Services to drive retention and growth across enterprise brands.

The role requires 8+ years in enterprise CS or strategic account management within SaaS/MarTech, with strong executive presence and a track record of managing renewals, expansions, and complex escalations.

Qualifications

8+ years leading Enterprise Customer Success or Strategic Account teams
Experience advising senior stakeholders (CMOs, VPs, heads of influencer marketing)
Proven track record in retention, renewals, expansion and portfolio performance

Responsibilities

Lead, coach, and develop a team of CS professionals
Own portfolio performance across EMEA, driving retention, growth, forecasting accuracy
Build trusted relationships with executive stakeholders and optimize creator marketing programs
Partner with Sales, Product, Marketing, Professional Services, and Support to advocate for customer needs
Apply industry knowledge to evolve customer strategies and drive measurable outcomes
Serve as a senior leader, guiding escalations and cross-functional initiatives

Skills

Enterprise CS leadership

Executive stakeholder management

Forecasting & portfolio performance

Cross-functional collaboration

CRM platforms (Salesforce)

Creator marketing knowledge

Communication & presentation

Tools

Salesforce

AI productivity tools

Job description

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!

Director, Customer Success (EMEA)

As our EMEA Customer Success organization continues to evolve, we're looking for a strategic and commercially minded Customer Success leader to help shape the next phase of growth for our customers, team, and business.

As Director, Customer Success, you'll lead a team of Customer Success Professionals while helping some of the world's leading brands maximize the value of CreatorIQ. You'll bring a combination of Customer Success leadership, enterprise commercial expertise, and creator marketing knowledge to drive retention, growth, and long‑term partnership success across EMEA. As a member of the EMEA Customer Success leadership team, you'll own portfolio performance, forecasting, strategic customer engagement, team development, and operational excellence while helping shape the future of Customer Success at CreatorIQ.

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 Customer Success Professionals while fostering a culture of accountability, performance, and customer‑centricity.
Own portfolio performance across EMEA, driving customer retention, growth, forecasting accuracy, risk mitigation, and long‑term customer success.
Build trusted relationships with executive stakeholders and help enterprise brands maximize the impact and maturity of their creator marketing programs.
Partner closely with Sales, Product, Marketing, Professional Services, and Support to advocate for customer needs and influence strategic business outcomes.
Apply industry knowledge and market insights to help customers evolve their creator marketing strategies and achieve measurable business outcomes.
Serve as a senior leader within the EMEA organization, driving escalations, operational priorities, organizational development, and cross‑functional initiatives.

Who you are and what you’ll need for this position:

8+ years of experience leading Enterprise Customer Success, Strategic Account Management, or related customer‑facing teams within SaaS, MarTech, AdTech, Social Media Technology, or Creator Marketing organizations.
Proven experience leading Enterprise Customer Success or Strategic Account teams with responsibility for retention, renewals, expansion, customer growth, and portfolio performance.
Demonstrated success developing and leading high‑performing Customer Success Professionals and Managers while fostering a culture of accountability, collaboration, and continuous improvement.
Strong executive presence with experience advising senior stakeholders, including CMOs, Heads of Influencer Marketing, Heads of Social, VPs, and other senior business leaders.
Strong commercial acumen with ownership of retention, revenue growth, forecasting, and strategic customer outcomes.
Experience managing strategic enterprise customer relationships, executive business reviews, complex escalations, and high‑impact customer risk situations.
Ability to independently lead cross‑functional initiatives and influence outcomes across Sales, Product, Marketing, Professional Services, and Support teams.
Direct experience within influencer marketing, creator economy, creator technology, social media technology, MarTech, or a closely related industry strongly preferred. Candidates from creator marketing platforms, social/creator agencies, or brand‑side creator marketing organizations are especially encouraged to apply.
Demonstrated understanding of creator marketing trends, influencer strategy, measurement frameworks, and the evolving creator economy landscape.
Proficiency with CRM platforms (Salesforce preferred) and experience leveraging AI tools to improve productivity, customer insights, forecasting, operational efficiency, and customer engagement.
Excellent communication, presentation, and stakeholder management skills.

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.
Work/life harmony: 25 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
Stock options as part of our equity‑sharing program.
Healthcare coverage, encompassing mental health, physical therapies, dental, vision, cancer coverage, and more.
Comprehensive perks program providing stipends for wellness, cell phone and internet, home office setup, mental wellness, professional development, plus occasional company‑funded meal opportunities throughout the year.

Who we are:

CreatorIQ is the operating system for creator‑led growth. Trusted by more than 1,300 global brands and agencies—including Burson, Delta Air Lines, Google, LVMH, Nestlé, and Sephora—CreatorIQ unifies creator marketing across paid, owned, earned, commerce, and community into one seamless, enterprise‑grade ecosystem. With industry‑leading intelligence infrastructure, rigorous compliance and security standards, and integrations with Meta, Snapchat, TikTok, YouTube, and more, CreatorIQ empowers brands and agencies to harness the creator economy as a strategic growth engine. CreatorIQ is a global company headquartered in Los Angeles with offices in Austin, New York, San Francisco, London, Manila, and Warsaw. Learn more at www.creatoriq.com and follow us on LinkedIn and Instagram.

Compensation, Benefits and Beyond:

We understand that a comprehensive benefits package plays a significant role in your overall compensation. To gain more insight into the various components of our total compensation, we invite you to review our benefits and perks.

AI Transparency Notice

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications and note taking during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to our Global Candidate Privacy Notice.

Compensation