Customer Success Lead

Job Description

We’re looking for a Customer Success Manager to drive retention, engagement, and satisfaction for brands using the Famous platform. This role will ensure that brands maximize their value from the platform, successfully run campaigns, and continue renewing their subscriptions. The ideal candidate will be customer-obsessed, data-driven, and highly proactive in ensuring an exceptional experience for brands. Responsibilities Own Customer Success & Retention : Build strong relationships with brands, ensuring they successfully execute campaigns and continue using the platform. Onboarding & Adoption : Guide brands through the onboarding process, ensuring a smooth transition and successful activation. Account Growth & Upselling : Identify opportunities for brands to expand their usage, driving additional revenue through upsells and renewals. Proactive Customer Engagement : Monitor platform usage and campaign performance, proactively addressing issues and providing strategic recommendations. Support & Issue Resolution : Work closely with internal teams to ensure a seamless experience, resolving any issues related to payments, campaigns, or platform usage. Data-Driven Insights : Track customer health scores, identify churn risks, and implement retention strategies. Advocate for Customers : Collaborate with product, marketing, and sales teams to enhance the platform based on customer feedback. Qualifications 3+ years of experience in Customer Success, Account Management, or related roles within SaaS, influencer marketing, or e-commerce. Strong understanding of creator marketing, influencer collaborations, and brand campaigns. Proven track record of driving customer retention, engagement, and expansion. Excellent communication and relationship-building skills to engage with brand teams and decision-makers. Analytical mindset with experience using CRM tools (HubSpot), data dashboards (Metabase), and customer success tools. Experience working in a fast-paced, high-growth startup environment is a plus. Passion for the creator economy, digital marketing, and brand storytelling. Show more Show less