[Hiring] Creator Success Representative @Fanvue

Role Description

We're hiring a Pooled Creator Success Manager to own retention and revenue outcomes across a portfolio of 500+ creators in a 1:many, tech-touch model.

This is not a traditional CSM seat. You will not have a handful of named accounts and weekly check-ins. Instead, you will:

• Build and run scalable playbooks.
• Monitor risk and contraction signals across a large cohort.
• Intervene where the data tells you to.

You will report to Thea and work closely with the wider Creator Success team.

Qualifications

• Experienced in Customer Success, Account Management, or CS Operations, ideally in a tech-touch or SMB/scale segment.
• Hands-on experience with a CS platform (health scoring, playbook automation, lifecycle workflows).
• Comfortable building playbooks, automations, and health scores from scratch, not just running someone else's.
• Data-literate: you can pull insights from dashboards, spot trends in cohort data, and translate them into actions.
• Strong written communicator who can craft clear, concise creator-facing messaging at scale.
• Comfortable managing a large book through systems and signals rather than personal relationships.
• Self-directed and structured, you set your own cadence and hold yourself accountable.
• Familiar with the creator economy, subscription platforms, or marketplace models (a plus, not a must).

Requirements

• Own a pooled book of 500+ creators with full accountability for gross revenue retention.
• Build, maintain, and iterate playbooks that drive retention, reduce contraction, and surface expansion opportunities at scale.
• Monitor creator health signals (engagement drops, earnings decline, support ticket spikes) and run targeted interventions before churn materializes.
• Run a weekly cadence: risk alerts, contraction monitoring, playbook execution reviews.
• Design and automate lifecycle touchpoints (onboarding sequences, re-engagement campaigns, feature adoption nudges) through CS platform workflows.
• Support the broader CS team by providing pooled coverage as more creators move out of dedicated 1:1 management.
• Provide reactive support to creators in the pooled segment when risks, problems, or support needs arise.
• Partner with Product, Support, Moderation, and Growth to close feedback loops and improve creator outcomes.
• Track and report on cohort-level retention, contraction, and engagement metrics.

Benefits

• Sunday Times Best Places to Work, two years running. We don't just say we have great culture, we prove it.
• Fanvue supports hundreds of thousands of creators and millions of fans globally. The problems you solve here are real and immediate.
• AI-native engineering: we are not bolting AI on. It is core to our product and how we build.
• Series A momentum: triple-digit growth means the problems you solve today define the platform for years.
• Fully remote with unlimited PTO, flexible working hours, a London office and WeWork access when you want it.
• Salary reviews every six months, we don't wait for annual cycles to recognise your growth.
• Travel and office budgets for team off-sites or kitting out your home setup.
• Benefits package including gym memberships, apps, and more we're actively building out.