Customer Success Manager

At SuperOrdinary, we're the driving force behind the global success of today’s most exciting consumer brands. We're not just an agency; we're a dynamic growth partner and marketplace expert, connecting brands like Milk Makeup, Laneige, Tatcha, LG Beauty, and Peter Thomas Roth with creators and consumers worldwide. We're at the forefront of the social commerce revolution, with a proven track record of explosive growth on TikTok Shop—harnessing short‑form video and livestreaming to build shopping experiences that fuse e‑commerce and entertainment. The Role We're hiring a Creator Success Manager to own both the strategy and execution of UGC video and paid creator collaborations on TikTok Shop. You’ll act as the trusted advisor to brands—designing their overall paid/UGC collaboration strategy and coaching them on how to build a stronger creator community—while running the engine that delivers it: turning briefs into signed contracts, managing a high‑throughput UGC content pipeline (sourcing → brief → production → QA → delivery), securing ad‑usage rights (Spark/allowlisting), and hitting ambitious contract value (CV) targets. You’ll also help grow SuperOrdinary's own creator community. This is a hybrid strategist‑operator role: you set the collaboration playbook with brands, manage a roster of creators, and partner daily with Brand Partnerships, Paid Media, Ops, and Data. What You’ll Own (Key Outcomes) Contract Value (North Star): Hit monthly/quarterly CV booked, executed, and collected targets for your book of paid collaborations. UGC Video Throughput & Quality: Reliable volume of on‑brief, on‑time UGC videos that meet brand‑safety and performance standards. Creator Throughput: Brief fill rate Time‑to‑activate Rebooking % within 60 days Ad‑Usage Execution: Clean Spark Code / allowlisting / whitelisting setup and rights coverage so Paid Media can amplify without gaps. Compliance & Satisfaction: ≥90% brand CSAT on deliverables. Content Performance: CPCV/CPA CTR Conversion Attributable GMV on collaboration content Brand Advisory: Brands adopt your recommended paid/UGC collaboration strategy and creator‑community approach. Measured by strategy adoption, renewals, and CSAT. SuperOrdinary Creator Community: Growth, engagement, and retention of SuperOrdinary's creator community as a durable sourcing and activation moat. Responsibilities Brand Advisory & Strategy Design Serve as the brand's strategic advisor on paid and UGC collaboration. Diagnose where brands are today and design an overall collaboration strategy, including: Formats Budget allocation Tie recommendations directly to GMV goals. Coach brands on building their own creator communities through: Affiliate activation Creator relationships Incentive and seeding programs Retention strategies Translate performance data into actionable recommendations regarding: Assortment Promotions Bundles Timing Creator tiering Drive strategy adoption and renewals. Paid Collaboration Execution (Deal Desk) Own the workflow from: Brand brief Signed SOW Sales attribution on TikTok Shop Price and quote within the established rate card. Negotiate: Usage Exclusivity Allowlisting Close deals while protecting margins. Maintain 4–8 weeks of weighted CV pipeline coverage. Forecast bookings accurately (±10%). Track signed, executed, and collected CV. Partner with Finance on invoicing and collections. Build and manage a scalable UGC sourcing engine using: Inbound Outbound Referrals Maintain a creator roster segmented by: Format strength Rates Conversion metrics Translate brand briefs into creator briefs. Manage: Production Revisions QA Enforce standards across: UGC Reviews GRWM Stitch/Duet Micro‑drama Resolve reshoots and make‑goods with clear policies. Ad‑Usage Rights & Amplification Secure and document: Organic usage rights Spark/allowlisting Whitelisting Ensure rights windows and contract terms are accurate. Operationalize Spark Code and allowlisting handoffs to Paid Media. Troubleshoot rights and access issues. SuperOrdinary Creator Community Build and grow SuperOrdinary's creator community through platforms such as: Discord Lark WhatsApp Recruit, onboard, and retain creators. Run community programming including: Education Office hours Performance feedback Recognition Rewards Faster activation Higher creator rebooking Qualifications 3–5 years in creator/influencer programs, UGC production, social commerce, or talent/partner success. Proven track record closing paid creator deals and running UGC delivery at scale. Strong knowledge of: TikTok Shop Affiliate mechanics Spark Ads Allowlisting Whitelisting Hands‑on experience with: Rate cards Experience advising brands on strategy and building creator or affiliate communities (Discord or similar). Strong analytical skills: Excel/Google Sheets required Looker or Mode preferred SQL is a bonus Knowledge of FTC disclosure requirements and brand safety/IP standards. #J-18808-Ljbffr