Senior Client Success Manager (LA or NYC)

Key Responsibilities

• Oversee and execute campaigns for larger, strategic accounts with enterprise-level complexity
• Daily tasks include: running program kick-off calls, finalizing program briefs, building creator rosters, contracting creators, scheduling content creation and posts, tracking performance, and leading post-campaign reviews
• Build and maintain strong relationships across multiple client stakeholders and departments, acting as a strategic advisor to internal initiatives and broader marketing objectives
• In partnership with sales leads you will identify, qualify, and pursue upsell and expansion opportunities across your book of business (100% existing clients)
• Own and drive client happiness through: fast response times to inquiries, maintaining professionalism in all interactions, and ownership of individual NPS scores
• Understand and consult on internal client processes, pain points, and bottlenecks to align #paid's approach to their strategic priorities
• Manage multiple programs simultaneously with periods of varying workload and complexity
• Proactively identify process inefficiencies and knowledge gaps, collaborating with peers and your Team Manager to implement improvements
• Partner closely with cross-functional internal stakeholders to ensure timely delivery, feedback resolution, and continuous improvement
• Collaborate with Sales on customer growth and expansion by providing insights, surfacing opportunities, and presenting value-based solutions
• Maintain accurate records in Salesforce and other internal systems to track account health, campaign details, and revenue opportunities

To be successful, you'll need to

• Execute campaigns with minimal oversight, resolving issues and meeting or exceeding client objectives
• Develop and present data-driven recommendations to support account growth and retention
• Address client concerns proactively, leveraging data and internal experts as needed
• Seamlessly manage creator relationships and campaigns to deliver operational excellence
• Consistently meet and exceed KPIs across satisfaction, retention, and revenue metrics
• Be flexible and available for in-person meetings as needed, whether for internal events or key customer meetings

About you

• You’re client-obsessed and driven to go above and beyond to keep clients happy
• You create meaningful relationships and deeply understand client campaign goals and broader business objectives
• You’re confident in communicating with senior stakeholders, from Influencer Marketing Managers to CMOs
• You bring a commercial mindset, able to balance execution with long-term account growth and strategic thinking
• You’re detail-oriented, organized, and thrive in managing multiple complex accounts at once
• You’re data-driven, using insights to tell compelling stories and guide decisions
• You’re a strong collaborator who shares learnings, best practices, and resources with your team
• You have a growth mindset and consistently seek feedback for self-improvement
• You have experience in digital and creator marketing and a strong understanding of social media platforms
• You have at least 5 years of experience in a client-facing role, ideally with key or enterprise-level accounts
• You’ve owned commercial targets such as revenue retention, upsell quotas, or account growth goals
• Experience working with enterprise-level clients in agency, or creator tech is highly preferred

Why #paid

• We are a group of passionate and thoughtful people working together to fundamentally change the way brands are built while empowering creators to make a living doing what they love
• We are growing quickly! Plus, #paid is the highest-rated platform on the popular G2 Crowd software review website
• We have all the fun perks you’d expect—flexible vacation policy, competitive vision, dental and health benefits, team offsites and working hubs, and socials (yes, even remotely!)
• We invest in our team members, with L&D budgets and RRSP/401K Matching Programs
• We are proud of our culture and care about it deeply—we live by our team values and are always trying to make #paid a better company today than it was yesterday
• We empower learning through meaningful career progression and the autonomy to test new ideas