Director of Customer Success, Mid-Market

CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies.

We’re on a mission to make businesses more human, and humans more impactful. We operate by our values — be intentional, pursue excellence every day, embrace the journey together, and be a good human — every day. CreatorIQ has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY. It’s been named a Fastest-Growing Company in North America on the Deloitte Technology Fast 500™ for four years, was named a leader in IDC MarketScape: Worldwide Influencer Marketing Platforms for Large Enterprises in 2025, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions, and has been consistently recognized by G2 as a Leader, and is rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles.

We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together!

Director of Customer Success, Mid-Market

As Director of Customer Success, you will be responsible for nurturing the success and growth of a portfolio of high-value, complex partners while thoughtfully leading and developing a team of Customer Success Managers. You will serve as a trusted advisor to senior customer stakeholders, partnering with them to connect CreatorIQ’s platform capabilities to their operating models, business priorities, and long-term influencer marketing visions—helping them achieve meaningful, measurable outcomes and sustained program growth.

In this role, you will lead with empathy, clarity, and support—modeling best practices while empowering your team through coaching, mentorship, and shared learning. You will guide strategic, executive-level conversations, ensuring customers consistently experience value and partnership across every engagement. Working closely with cross-functional teams, you will collaboratively refine customer success approaches, enhance onboarding and adoption experiences, and build scalable, repeatable practices that strengthen customer health, deepen relationships, and support long-term retention and expansion.


In this role, you’ll get to:

• Serve as a strategic partner for complex mid-market to enterprise organizations, owning the success, retention, and value realization of a portfolio of high-value customers across multiple brands, clients, regions, and lines of business.

• Coach and mentor Customer Success Partners and Managers on strategic account management, executive presence, and value-based storytelling, helping elevate performance across the team.

• Help operationalize customer success best practices, including onboarding motions, engagement models, and account health management.

• Be a primary point of contact for key customers, owning relationships and managing escalations during adoption and ongoing management challenges.

• Oversee strategic business reviews, maturity assessments, and growth planning sessions that map CreatorIQ into agency workflows, resourcing models, and client deliverables.

• Use data to proactively identify opportunities and risks, influence adoption, and support continuous program growth.

• Collaborate cross-functionally with teams including Implementation, Product Education, Support, Sales, and Insights to ensure a seamless, value-focused customer experience.

• Ensure all team members are providing account updates in tracking tools and assist them with any hurdles that may arise.

• Identify and drive tactical initiatives to enhance productivity, customer satisfaction, growth, and process improvements.
  

Who you are and what you’ll need for this position:

• 5-7 years of experience in Customer Success, Account Management, or Client Services, leading mid-market to enterprise strategic client relationships within a SaaS or influencer marketing environment.

• Passionate and knowledgeable about influencer marketing, creator content, and the future of digital media.

• Tech-savvy and solutions-oriented, able to identify and resolve challenges for customers while optimizing internal processes using the right tools and platforms.

• Skilled at leading senior-level and executive conversations, translating business objectives into platform value for both agencies and brands.

• Highly organized and capable of managing a dynamic book of business with a proactive mindset.

• Proactive, willing to take initiative, flexible, fast learner, able to lead a customer success team through challenges to ultimately deliver