Senior Client Success Manager

About Us At #paid, we’re on a mission to empower creators to do what they love—create. Our marketplace connects vetted creators with some of the world’s most iconic brands, like McDonald’s, Samsung, and Disney, fostering authentic collaborations that drive real business results. We’ve built a marketplace that solves big challenges in the creator ecosystem, from fair pricing to algorithmic matching and content usage rights, ensuring every partnership is seamless and impactful. With our proprietary technology and an unwavering commitment to trust and transparency, we’re revolutionizing the way brands and creators come together to make magic. Rated #1 for customer support and managed services, #paid is leading the creator marketing space. Through innovative technology and a team of ambitious humans, we're transforming the future of the creator economy. The Role As a Senior Client Success Manager covering our Key Accounts, you’ll be a trusted strategic advisor and operational expert for some of our most valuable brand partners. This role blends high-touch campaign execution (inclusive of Creator Management) with relationship-based account and client management. You’ll lead complex creator marketing programs from start to finish while nurturing long-term relationships with enterprise-level clients. You will not only ensure campaigns align with client objectives but also collaborate with the Client Partners on account renewal and growth. You’ll partner cross-functionally with teams like Product, Sales, Media, Analytics, and Strategy to drive exceptional outcomes, retain and grow key accounts, and shape how #paid works with its largest customers. Key Responsibilities Oversee and execute campaigns for larger, strategic accounts with enterprise-level complexity Daily tasks include: running program kick-off calls, finalizing program briefs, building creator rosters, contracting creators, scheduling content creation and posts, tracking performance, and leading post-campaign reviews Build and maintain strong relationships across multiple client stakeholders and departments, acting as a strategic advisor to internal initiatives and broader marketing objectives In partnership with sales leads you will identify, qualify, and pursue upsell and expansion opportunities across your book of business (100% existing clients) Own and drive client happiness through: fast response times to inquiries, maintaining professionalism in all interactions, and ownership of individual NPS scores Understand and consult on internal client processes, pain points, and bottlenecks to align #paid's approach to their strategic priorities Manage multiple programs simultaneously with periods of varying workload and complexity Proactively identify process inefficiencies and knowledge gaps, collaborating with peers and your Team Manager to implement improvements Partner closely with cross-functional internal stakeholders to ensure timely delivery, feedback resolution, and continuous improvement Collaborate with Sales on customer growth and expansion by providing insights, surfacing opportunities, and presenting value-based solutions Maintain accurate records in Salesforce and other internal systems to track account health, campaign details, and revenue opportunities To be successful, you'll need to Execute campaigns with minimal oversight, resolving issues and meeting or exceeding client objectives Develop and present data-driven recommendations to support account growth and retention Address client concerns proactively, leveraging data and internal experts as needed Seamlessly manage creator relationships and campaigns to deliver operational excellence Consistently meet and exceed KPIs across satisfaction, retention, and revenue metrics Be flexible and available for in-person meetings as needed, whether for internal events or key customer meetings About You You’re client-obsessed and driven to go above and beyond to keep clients happy You create meaningful relationships and deeply understand client campaign goals and broader business objectives You’re confident in communicating with senior stakeholders, from Influencer Marketing Managers to CMOs You bring a commercial mindset, able to balance execution with long-term account growth and strategic thinking You’re detail-oriented, organized, and thrive in managing multiple complex accounts at once You’re data-driven, using insights to tell compelling stories and guide decisions You’re a strong collaborator who shares learnings, best practices, and resources with your team You have a growth mindset and consistently seek feedback for self-improvement You have experience in digital and creator marketing and a strong understanding of social media platforms You have at least 5 years of experience in a client-facing role, ideally with key or enterprise-level accounts You’ve owned commercial targets such as revenue retention, upsell quotas, or account growth goals Experience working with enterprise-level clients in agency, or creator tech is highly preferred Why #paid We are a group of passionate and thoughtful people working together to fundamentally change the way brands are built while empowering creators to make a living doing what they love We are growing quickly! Plus, #paid is the highest-rated platform on the popular G2 Crowd software review website We have all the fun perks you’d expect—flexible vacation policy, competitive vision, dental and health benefits, team offsites and working hubs, and socials (yes, even remotely!) We invest in our team members, with L&D budgets and RRSP/401K Matching Programs We are proud of our culture and care about it deeply—we live by our team values and are always trying to make #paid a better company today than it was yesterday We empower learning through meaningful career progression and the autonomy to test new ideas Equal Employment Opportunity #paid is an equal opportunity employer and as such, we do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their best and authentic selves to work. If you require any accommodations during the recruitment process, whether it be alternate forms of material, accessible meeting rooms, etc., please let us know and we will work with you to meet your needs. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. The pay range listed reflects base salary only In addition to base pay, we offer additional forms of compensation for all roles, which may include variable pay (bonus or commission), stock options, and perks and benefits, depending on the role and location. We’ll discuss total compensation openly in our first conversation so there are no surprises when it comes time for an offer. At #paid, we believe compensation should be transparent and fair. Our compensation framework is built around clearly defined job levels based on seniority, expertise, scope of responsibility, performance expectations, and impact. For all publicly posted roles, we share a clear compensation range that reflects the levels associated with the role and complies with applicable pay transparency laws. Candidates are hired into a specific level, and compensation is set at the base pay associated with that level. The posted range represents the span between levels, not a negotiable pay range. When offers are made, they are presented at the compensation set for the level a candidate is hired into and are determined by experience, skills, and role alignment — not negotiation tactics or who asks first. This ensures consistent and equitable pay for team members in the same function and at the same level. #J-18808-Ljbffr