Remote Creator Success Lead — Pooled Growth & Retention

Fanvue.com; Greater London; Hybrid; GBP 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Fully remote

Zusammenfassung

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.

Qualifikationen

• 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).

Aufgaben

• 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.

Kenntnisse

Customer Success

Data analysis

Automation

Playbooks

Communication

Self-directed

Tools

CS platform

Dashboards

Health scores

Jobbeschreibung

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.