Senior Customer Success Manager

Kit is an email-first operating system for creators who mean business, dedicated to helping creators grow and monetize their audience. The Senior Customer Success Manager will act as a trusted advisor to high-impact accounts, optimizing their email strategies and enhancing retention and expansion efforts.

Responsibilities:

• Dive into our core systems, including Kit’s platform, internal success workflows, and reporting tools
• Take part in Get To Know You’s (GTKYs) to meet our distributed team and build foundational context on our company culture and creator community
• Begin shadowing customer calls and reviewing creator portfolios to understand our customer segmentation, goals, and success benchmarks
• Start managing a small group of creators to get hands-on with Kit’s success methodology and internal playbooks
• While you won’t own a renewal and expansion quota from Day One, you will be expected to influence revenue through retaining and expanding customers
• Look for moments to go beyond the standard playbook — a well-timed check-in, a personal touch, something that makes a creator feel genuinely seen rather than managed
• Own a portfolio of 50-75 high-value (~$1m ARR) creator accounts, delivering proactive, strategic guidance and implement strategic initiatives and tests that drive measurable business outcomes, like retention and expansion
• Establish strong relationships with creators and their teams built on trust and credibility
• Collaborate cross-functionally to ensure creator needs are surfaced internally, and partner with Product, Marketing, and Support to improve the creator experience
• Drive feature adoption and increase customer engagement
• Build deep fluency in high performing strategies, market trends and insights, and Kit's product roadmap and capabilities so you can proactively recommend the right playbooks and features for each creator, not just react to their questions
• Become a strategic pillar on the Creator Growth team
• Develop account plans and success strategies that support scalable growth across your portfolio, to un-owned accounts, all the way through Product and Lifecycle Marketing efforts
• Identify patterns in creator needs, surface insights to the broader team, and contribute to evolving our customer success framework as we scale
• Be a go-to product expert on the team, someone Product, Support and Marketing loop in when they want to know how a feature actually lands with creators in the field

Requirements:

• 4+ years in a Customer Success, Account Management, or Creator Partnerships role
• Supporting or working with creators, digital entrepreneurs, or B2C SMBs
• Managing a portfolio of high-value customers with quantifiable impact
• Collaborating cross-functionally with product, support, and marketing
• Leading customer strategy across onboarding, success planning, renewals, risk mitigation, and expansion
• Operating in a fast-paced startup or rapidly scaling SaaS environment
• Customer success fundamentals (relationship management, value delivery, renewal prep, emotional intelligence)
• Data fluency: email performance metrics, user behavior trends, retention KPIs, utilizing internal tools to create reports and analyze impact
• Clear, consultative communication while providing a white glove service to creators—written, verbal, and async
• Workflow design and process improvement
• CRM tools (e.g., HubSpot) and product usage analytics
• Comfort identifying problems, forming hypotheses, and running them through to measurable impact
• Strong prioritization based on perceived risk, potential growth, strategic value, and renewal timeframe
• Familiarity with tools like Mixpanel, HubSpot, Notion, Slack, and Claude
• Cross-functional collaboration with Product, Support, and Marketing
• Strategic yet scrappy; able to zoom in on a customer need and zoom out to spot patterns
• Low ego, high accountability—comfortable taking ownership of outcomes
• Proactive and self-directed with a strong bias for clarity and action
• Curious and deeply invested in understanding customer goals
• Confident navigating ambiguity, independently setting direction, leading strategic conversations with high profile creators, and in creating and executing cross functional projects
• Data-driven and action oriented—you consistently spot areas for improvement, create projects to drive change, and measure the impact of your work
• You treat every interaction as a chance to make someone feel truly taken care of — you notice the small things, act on them without being asked, and go above and beyond to deliver white glove experiences
• You work in public—you're eager to share the wins, losses, and learnings of each project or test, and you collaborate to amplify the expertise of your teammates
• You regularly look for ways to innovate, create solutions or reduce friction for your team or for customers, and you build your own solutions when needed
• You have a deep desire to serve and support others—you are kind, enthusiastic and generous in your nature, and keep the question 'what is best for the creator?' at the center of your work