Director of Customer Success, Enterprise

About this role

CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies.

We’re on a mission to make businesses more human, and humans more impactful. We operate by our values — be intentional, pursue excellence every day, embrace the journey together, and be a good human — every day. CreatorIQ has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY. It’s been named a Fastest-Growing Company in North America on the Deloitte Technology Fast 500™ for four years, was named a leader in IDC MarketScape: Worldwide Influencer Marketing Platforms for Large Enterprises in 2025, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions, and has been consistently recognized by G2 as a Leader, and is rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles.

We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together!

DIRECTOR OF CUSTOMER SUCCESS, ENTERPRISE

As Director of Customer Success, Enterprise, you will own CreatorIQ’s Enterprise segment — one of three segment-aligned Customer Success Director roles, alongside Agency and Mid-Market — and will be responsible for nurturing the success and growth of a portfolio of our most complex high-value customers, including our Strategic Account Groups (SAG): multi-brand, multi-region enterprise relationships that require deep operational sophistication and executive-level trust.

You will be responsible for thoughtfully leading and developing a team of Customer Success Partners and serve as a trusted advisor to senior customer stakeholders, partnering with them to connect CreatorIQ’s platform capabilities to their operating models, business priorities, and long-term influencer marketing visions—helping them achieve meaningful, measurable outcomes and sustained program growth.

In this role, you will lead with empathy, clarity, and support—modeling best practices while empowering your team through coaching, mentorship, and shared learning. You will guide strategic, executive-level conversations, ensuring customers consistently experience value and partnership across every engagement. Working closely with cross-functional teams, you will collaboratively refine customer success approaches, enhance onboarding and adoption experiences, and build scalable, repeatable practices that strengthen customer health, deepen relationships, and support long-term retention and expansion.

In this role, you’ll get to:

- Serve as a senior sponsor and point of escalation for CreatorIQ’s Enterprise and Strategic Account Group (SAG) customers, owning the success, retention, and value realization of a portfolio of complex, high-value, multi-brand, multi-region enterprise relationships.

- Own net revenue retention, renewal forecasting, and expansion strategy across the Enterprise and SAG portfolio, partnering with Sales and executive stakeholders to align account strategy with commercial outcomes.

- Directly manage and develop a team of CSP’s and a team lead, owning performance management, career pathing, and skills development across the team.

- Coach and mentor the enterprise team on strategic account management, executive presence, and value-based storytelling, helping elevate performance across the team.

- Own workload distribution and book-of-business design across the team, balancing account complexity, risk, and each team member’s development goals.

- Lead strategic business reviews, maturity assessments, and growth planning sessions that map CreatorIQ into enterprise customers’ workflows, resourcing models, and deliverables.

- Set a high bar for product knowledge across the Enterprise CS team and serve as the senior conduit between Enterprise/SAG customers and CreatorIQ’s product organization, synthesizing feedback into prioritized input for the CPO and product team.

- Build and maintain knowledge infrastructure for the Enterprise segment — account documentation, playbooks, and an account health scoring model that captures leading indicators of risk and growth.

- Collaborate cross-functionally with Implementation, Product Education, Support, Sales, and Insights, and define CS performance metrics for CS leadership, to ensure a seamless, value-focused enterprise customer experience.

Who you are and what you’ll need for this position:

- 6-8+ years of experience in Customer Success, Account Management, or Client Services, with a meaningful portion leading enterprise or strategic account relationships within a SaaS environment — experience in martech, adtech, or a comparably complex enterprise software category required.

- 3+ years of people leadership experience, including experience managing managers or team leads.

- A proven track record owning net revenue retention, renewal, and expansion outcomes for a portfolio of large, complex, multi-stakeholder accounts (multi-brand, multi-region, or multi-business-unit).

- Demonstrated experience serving as an executive sponsor or escalation point for enterprise customers — comfortable operating at the VP and C-suite level.

- Tech-savvy and solutions-oriented, able to identify and resolve challenges for customers while optimizing internal processes using the right tools and platforms.

- Skilled at leading senior-level and executive conversations, translating business objectives into platform value for complex, multi-stakeholder organizations.

- Experience building or scaling CS operational infrastructure: playbooks, account health scoring models, performance reporting, or similar systems.

- Highly organized and capable of overseeing a large, complex book of business with a proactive mindset.

- Proactive, adaptable, and able to lead a team through ambiguity and rapid

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