Creator Success Representative

<p style="min-height:1.5em"><strong>Fanvue is one of the fastest-growing creator monetisation platforms globally. We're an AI-powered, creator-first platform helping creators connect, engage, and earn directly from their audiences at scale. Following our recent Series A, Fanvue has surpassed $200M+ in annual recurring revenue, with triple-digit year-on-year growth, supporting hundreds of thousands of creators and millions of fans worldwide.</strong></p><p style="min-height:1.5em">As Fanvue scales, we need to protect and grow revenue across our mid-to-long-tail creator base without relying on 1:1 CSM ratios. The Pooled CSM model is how we do that: one person owning a large book of creators through data-driven playbooks, automated workflows, and targeted interventions.</p><p style="min-height:1.5em"></p><h2>🎯 The Role</h2><p style="min-height:1.5em">We're hiring a <strong>Pooled Creator Success Manager</strong> to own retention and revenue outcomes across a portfolio of 500+ creators in a 1:many, tech-touch model.</p><p style="min-height:1.5em">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, and intervene where the data tells you to. Think CS operations meets account management.</p><p style="min-height:1.5em">You will report to Thea and work closely with the wider Creator Success team.</p><p style="min-height:1.5em"></p><h2>🚀 What You'll Do</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Own a pooled book of 500+ creators with full accountability for gross revenue retention</p></li><li><p style="min-height:1.5em">Build, maintain, and iterate playbooks that drive retention, reduce contraction, and surface expansion opportunities at scale</p></li><li><p style="min-height:1.5em">Monitor creator health signals (engagement drops, earnings decline, support ticket spikes) and run targeted interventions before churn materialises</p></li><li><p style="min-height:1.5em">Run a weekly cadence: risk alerts, contraction monitoring, playbook execution reviews</p></li><li><p style="min-height:1.5em">Design and automate lifecycle touchpoints (onboarding sequences, re-engagement campaigns, feature adoption nudges) through CS platform workflows</p></li><li><p style="min-height:1.5em">Support the broader CS team by providing pooled coverage as more creators move out of dedicated 1:1 management</p></li><li><p style="min-height:1.5em">Provide reactive support to creators in the pooled segment when risks, problems, or support needs arise</p></li><li><p style="min-height:1.5em">Partner with Product, Support, Moderation, and Growth to close feedback loops and improve creator outcomes</p></li><li><p style="min-height:1.5em">Track and report on cohort-level retention, contraction, and engagement metrics</p></li></ul><p style="min-height:1.5em"></p><h2>👀 Who You Are</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experienced in Customer Success, Account Management, or CS Operations, ideally in a tech-touch or SMB/scale segment</p></li><li><p style="min-height:1.5em">Hands-on experience with a CS platform (health scoring, playbook automation, lifecycle workflows)</p></li><li><p style="min-height:1.5em">Comfortable building playbooks, automations, and health scores from scratch, not just running someone else's</p></li><li><p style="min-height:1.5em">Data-literate: you can pull insights from dashboards, spot trends in cohort data, and translate them into actions</p></li><li><p style="min-height:1.5em">Strong written communicator who can craft clear, concise creator-facing messaging at scale</p></li><li><p style="min-height:1.5em">Comfortable managing a large book through systems and signals rather than personal relationships</p></li><li><p style="min-height:1.5em">Self-directed and structured, you set your own cadence and hold yourself accountable</p></li><li><p style="min-height:1.5em">Familiar with the creator economy, subscription platforms, or marketplace models (a plus, not a must)</p></li></ul><p style="min-height:1.5em"></p><h2>✨ You'll Thrive Here If</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You like building systems more than managing relationships one by one</p></li><li><p style="min-height:1.5em">You get energy from finding patterns in data and acting on them before anyone asks</p></li><li><p style="min-height:1.5em">You want ownership of a segment, not just a task list</p></li><li><p style="min-height:1.5em">You are motivated by retention metrics and commercial outcomes</p></li></ul><h2>⚠️ You'll Struggle Here If</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You prefer deep 1:1 relationships over scaled models</p></li><li><p style="min-height:1.5em">You need someone else to build your workflows and tell you what to automate</p></li><li><p style="min-height:1.5em">You are uncomfortable with ambiguity or building processes from zero</p></li><li><p style="min-height:1.5em">You wait for problems to surface rather than hunting for them</p></li></ul><p style="min-height:1.5em"></p><h2>🌍 Why Join Fanvue?</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Sunday Times Best Places to Work, two years running. We don't just say we have great culture, we prove it</p></li><li><p style="min-height:1.5em">Fanvue supports hundreds of thousands of creators and millions of fans globally. The problems you solve here are real and immediate</p></li><li><p style="min-height:1.5em">AI-native engineering: we are not bolting AI on. It is core to our product and how we build</p></li><li><p style="min-height:1.5em">Series A momentum: triple-digit growth means the problems you solve today define the platform for years</p></li><li><p style="min-height:1.5em">Fully remote with unlimited PTO, flexible working hours, a London office and WeWork access when you want it</p></li><li><p style="min-height:1.5em">Salary reviews every six months, we don't wait for annual cycles to recognise your growth</p></li><li><p style="min-height:1.5em">Travel and office budgets for team off-sites or kitting out your home setup</p></li><li><p style="min-height:1.5em">Benefits package including gym memberships, apps, and more we're actively building out</p></li></ul><p style="min-height:1.5em"></p><h2>⭐ Fanvue is for Everyone</h2><p style="min-height:1.5em">We know that diverse teams build better products. Even if you do not meet every requirement, we encourage you to apply. Potential, mindset, and ambition matter just as much as experience.</p><p>Find <a href="https://www.arbeitnow.co.uk">Jobs in United Kingdom</a> on Arbeitnow</a>