Customer Success Manager

Accountabilities:

You will own the end-to-end success journey of a portfolio of creators, ensuring strong onboarding, activation, engagement, and retention outcomes. You will proactively identify risks, remove friction points, and help creators turn early product usage into meaningful business results.

• Manage a portfolio of high-value creators and act as their primary success partner


• Design and optimize onboarding journeys to drive activation and early value realization


• Monitor customer health metrics (NRR, NPS, CSAT, engagement signals) and intervene proactively


• Identify churn risks early and implement retention strategies to improve outcomes


• Collaborate with Product and Marketing teams to bring customer insights into roadmap and messaging


• Develop and continuously improve lifecycle playbooks and success strategies


• Drive adoption, renewals, and expansion opportunities through data-informed engagement

Requirements

You should bring solid experience in high-touch Customer Success or Creator Success roles, ideally within SaaS, EdTech, or creator-focused environments. A strong analytical mindset, combined with empathy and commercial awareness, is essential to succeed in this role.

• 3+ years of experience in Customer Success, Account Management, or a similar role


• Experience in startup or fast-scaling, remote-first environments preferred


• Strong understanding of onboarding, activation metrics, and customer lifecycle management


• Proficiency with tools such as HubSpot, Intercom, ChurnZero, or similar platforms


• Ability to segment users and tailor engagement strategies across different customer journeys


• Strong command of customer health metrics (NRR, NPS, CSAT, LTV, churn indicators)


• Excellent communication, relationship-building, and stakeholder management skills


• Strong organizational and project management abilities across multiple customer portfolios


• Comfortable working asynchronously using tools like Notion, Slack, and Loom

Benefits:

• Fully remote work flexibility


• Team offsites and international retreats in locations such as Portugal, Croatia, and Greece


• High autonomy with ownership over customer success strategies and outcomes


• Strong focus on learning, coaching, and continuous career development


• Tech and co-working budget to support productivity and flexibility


• 24 vacation days plus 10 additional celebration holidays


• Paid parental leave


• Collaborative, mission-driven, and creator-focused work environment

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