Creator Success Manager

About SuperProfile

SuperProfile, a product by Cosmofeed, is built at the forefront of the creator economy. Backed by years of experience working with thousands of creators worldwide, SuperProfile is an all-in-one platform that empowers creators to grow their audience and monetize their businesses seamlessly.

Learn more: www.superprofile.bio

Role Overview

We are looking for a proactive and results-oriented Creator Success Manager to own the end-to-end relationship with our creators and clients—from onboarding and activation to engagement, retention, and long-term success.

This role combines client relationship management, team leadership, retention, and support operations. The ideal candidate will be responsible for ensuring creators have a smooth and high-value experience with SuperProfile while driving platform adoption, creator satisfaction, retention, and growth.

Key Responsibilities

Creator & Client Management

• Own the end-to-end relationship with a portfolio of creators and clients, including onboarding, regular engagement, and issue resolution.
• Act as the primary point of contact for key creators and understand their goals, challenges, and business requirements.
• Help creators effectively leverage SuperProfile's platform and features to grow their audience and monetize their businesses.
• Conduct regular check-ins and business reviews to track creator performance, platform adoption, and growth opportunities.
• Build strong, trusted relationships with creators across different markets and time zones.
• Identify upsell and cross-sell opportunities and coordinate with Sales/Growth teams where relevant.

Team Management

• Lead, mentor, and manage a team of Creator Success Associates/Executives.
• Allocate creator accounts, monitor workloads, and ensure effective account management across the team.
• Set and track team KPIs around response time, creator satisfaction, activation, retention, and issue resolution.
• Conduct regular one-on-ones, performance reviews, coaching, and skill-building sessions.
• Provide continuous feedback to improve team performance and quality of creator interactions.
• Build and maintain SOPs, playbooks, and best practices for common creator scenarios.

Creator Retention & Growth

• Own creator retention and churn metrics for the assigned portfolio.
• Proactively identify at-risk creators and implement strategies to improve engagement and retention.
• Develop and execute creator engagement initiatives, including structured check-in cadences, campaigns, and loyalty or reward programs.
• Analyse churn and retention data to identify patterns, recurring issues, and root causes.
• Work closely with Product, Marketing, and other internal teams to address retention challenges.
• Track and report key metrics including retention rate, churn rate, activation rate, engagement, and creator satisfaction.

Creator Support

• Ensure timely and effective resolution of creator queries and issues through email, chat, calls, and other support channels.
• Ensure creator concerns are resolved within defined SLAs while maintaining a high standard of communication and service.
• Escalate complex issues and coordinate with Product, Technology, Finance/Payouts, and Operations teams for resolution.
• Monitor the quality of support provided by the team, including accuracy, tone, responsiveness, and turnaround time.
• Maintain and improve FAQs, help documentation, and support processes to reduce repetitive queries.
• Identify recurring support issues and work with relevant teams to improve the overall creator experience.

Data & Reporting

• Monitor and report on key Creator Success metrics, including retention, churn, activation, response time, and support SLAs.
• Analyse creator-level and team-level data to identify trends, risks, and opportunities.
• Prepare regular performance reports and actionable insights for leadership.
• Use data to improve creator engagement, retention, support quality, and team performance.
• Cross-Functional Collaboration
• Work closely with Product, Technology, Sales, Marketing, Finance, and Operations teams to resolve creator issues and improve the creator experience.
• Share creator feedback, recurring challenges, and market insights with relevant internal teams.
• Collaborate with Product teams to identify opportunities for improving features, workflows, and creator experience.
• Partner with Sales/Growth teams to ensure a smooth transition from acquisition to onboarding and long-term success.

What We're Looking For

• 3–5 years of experience in Client Success, Customer Success, Account Management, Customer Support, or similar roles.
• Experience in SaaS, creator economy, or digital products is preferred.
• Prior experience managing a team, even a small team of two to three members, is a must.
• Strong experience in client relationship management, stakeholder management, and handling escalations.
• Excellent verbal and written communication skills with confidence in interacting directly with creators and clients.
• Strong problem-solving skills with the ability to manage multiple creators, issues, and internal stakeholders simultaneously.
• Data-driven mindset with experience tracking metrics such as retention, churn, activation.
• Comfortable working with Excel/Google Sheets and CRM or customer support platforms.
• Experience with tools such as Freshdesk, Zendesk, HubSpot, or similar platforms is a plus.
• Strong ownership and accountability with the ability to work independently in a fast-paced start-up environment.
• Passion for customer experience, SaaS, technology, and the creator economy.

Why Join SuperProfile

• Own the success and growth of creators across global markets.
• Build meaningful relationships with creators, entrepreneurs, and digital businesses.
• Play a key role in building and scaling the Creator Success function.
• Directly impact creator retention, engagement, satisfaction, and business growth.
• Work closely with Product, Sales, Marketing, Operations, and Leadership teams.
• Build processes, SOPs, and playbooks in a fast-growing startup environment.
• Enjoy a culture of ownership, rapid learning, and accelerated career growth.
• Competitive compensation with strong opportunities for professional growth.