Scaled CS Manager — Retention & Revenue Growth

Fanvue; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible working hours

London office access

WeWork access

Gym memberships

Job summary

Fanvue is hiring a Scaled Customer Success Manager to own retention and revenue outcomes across 500+ creators in a modern, tech-enabled, data-driven model. You will design scalable playbooks, automate lifecycle touchpoints, and monitor cohort signals to preempt churn.

This role is fully remote with optional London office access; you will partner with Product, Support, and Growth to optimise creator outcomes at scale.

Qualifications

• Experience with a CS platform (health scoring, playbook automation, lifecycle workflows).
• Ability to build playbooks, automations, and health scores from scratch.
• Data-literate with ability to derive actions from dashboards.

Responsibilities

• Own a scaled book of 500+ creators with full accountability for gross revenue retention.
• Build, maintain, and iterate playbooks to drive retention and surface expansion at scale.
• Monitor health signals and intervene before churn materialises.
• Run weekly risk alerts, contraction monitoring, and playbook reviews.
• Design and automate lifecycle touchpoints through CS platform workflows.
• Provide reactive support as more creators move to scaled management.
• Partner with Product, Support, Moderation, and Growth to close feedback loops.

Skills

CS platform experience

Data analytics

Scaled CS

Retention-focused

Cross-functional collaboration

Tools

Playbook automation

Lifecycle workflows

Job description

Fanvue is hiring a Scaled Customer Success Manager to own retention and revenue outcomes across 500+ creators in a modern, tech-enabled, data-driven model. You will design scalable playbooks, automate lifecycle touchpoints, and monitor cohort signals to preempt churn.

This role is fully remote with optional London office access; you will partner with Product, Support, and Growth to optimise creator outcomes at scale.