Pooled Creator Success Manager (AI)

TL;DR

Pooled Creator Success Manager (SaaS/AI): Managing retention and revenue for a large portfolio of creators using a tech-touch model with an accent on scalable playbooks and automated workflows. Focus on monitoring health signals, reducing churn, and optimizing lifecycle touchpoints through data-driven interventions.

Location: Remote (South Africa)

Company

AI-powered creator monetization platform helping creators connect, engage, and earn from their audiences at scale.

What you will do

• Manage a pooled book of 500+ creators with full accountability for gross revenue retention.
• Build and iterate scalable playbooks to drive retention and identify expansion opportunities.
• Monitor creator health signals such as engagement drops and earnings decline to prevent churn.
• Design and automate lifecycle touchpoints including onboarding sequences and re-engagement campaigns.
• Collaborate with Product, Support, and Growth teams to close feedback loops and improve outcomes.
• Track and report on cohort-level retention, contraction, and engagement metrics.

Requirements

• Experience in Customer Success, Account Management, or CS Operations in tech-touch or SMB segments.
• Hands-on experience with CS platforms for health scoring and playbook automation.
• Ability to build playbooks and automations from scratch.
• Data literacy to derive actionable insights from dashboards and cohort data.
• Strong written communication skills for crafting scalable creator-facing messaging.
• Must be based in South Africa

Nice to have

• Familiarity with the creator economy, subscription platforms, or marketplace models.

Culture & Benefits

• Fully remote work with unlimited PTO and flexible working hours.
• Salary reviews conducted every six months.
• Access to London office and WeWork spaces.
• Travel and office budgets for team off-sites and home setup.
• Benefits package including gym memberships and various apps.