Head of Customer Success

About the Role

Lickd operates the world’s first mainstream music licensing platform built for content creators, giving YouTube creators lawful access to chart music for the first time. Its Creator Platform is a B2C product used by a rapidly expanding global audience of YouTube creators.

The company is hiring a Head of Customer Success to take ownership of the post-sign-up journey on the Creator Platform. The focus is on converting activation into long-term retention, retention into advocacy, and customer feedback into useful product insight. This is a senior individual contributor position with a defined opportunity to grow into team leadership over time.

You will work in close partnership with the CPO, Product, and Commercial teams, representing the creator perspective internally. The ideal candidate is highly analytical, operationally disciplined, and already leveraging AI to improve CRM work, research synthesis, and customer communications.

Core Responsibilities

• Run the day-to-day activity of the outsourced customer support team, including claims handling and customer enquiries.
• Take ownership of complex or high-profile customer claims and drive them to timely resolution.
• Lead the full customer success lifecycle for the Creator Platform, covering onboarding, retention, renewals, and expansion.
• Develop and execute a customer success plan with measurable KPIs such as activation rate, retention, NPS, churn reduction, and expansion revenue.
• Set up and maintain a strong CRM process in HubSpot, including lifecycle stages, health scoring, automated touchpoint flows, and reporting dashboards.
• Create a structured customer feedback process, from recruiting interview participants and running UX research sessions to synthesising findings, documenting insights, and sharing them with Product.
• Work directly with the CPO to turn creator feedback into prioritised product input, acting as the internal voice of the creator.
• Spot at-risk accounts early through data signals and intervene before churn occurs.
• Serve as the escalation owner for sensitive or difficult customer situations, ensuring fast and thoughtful resolution.
• Oversee third-party support partners, checking SLA performance and ensuring the brand is represented consistently.
• Improve the Help Centre continuously so that FAQs, guides, and self-service content remain accurate and reduce support demand.
• Develop a reusable library of success playbooks, including onboarding resources, escalation routes, and expansion triggers that can scale with the team.
• Use AI tools to speed up CS operations, including research synthesis, CRM enrichment, drafting customer communications, identifying churn signals, and tagging feedback.
• Provide regular reporting to senior leadership on customer health, retention patterns, and recurring qualitative themes.

What We’re Looking For

• AI-native working style, with regular use of AI to work faster, improve synthesis, and focus human judgement where it matters most.
• Strong empathy for customers, paired with a data-led mindset.
• Structured approach with the ability to create processes from the ground up, document them clearly, and drive adoption.
• Comfort operating as a senior individual contributor in a lean, fast-paced startup environment.
• Clear communicator who can translate customer insight into language that works for product teams and senior stakeholders.
• Commercial awareness, with attention to LTV, expansion revenue, and churn impact rather than satisfaction alone.
• Resilience, resourcefulness, and comfort working through ambiguity.

Experience Required

• At least 4 years of experience in customer success or customer experience, including 2 or more years in a senior or lead position.
• Proven delivery of a customer success strategy, supported by measurable before-and-after results.
• Strong practical experience with HubSpot, including lifecycle management, workflows, sequences, health scoring, and reporting.
• Experience designing and running customer feedback programmes, including UX interviews, survey creation, and structured synthesis.
• Solid analytical capability across retention cohorts, churn analysis, NPS trends, and activation funnels.
• Experience managing or auditing third-party support providers.
• Regular, practical use of AI tools to improve customer success operations.
• Excellent written and spoken communication skills.

Preferred Background

• Experience in the creator economy, music, or media technology.
• Familiarity with YouTube’s Content Management System and how creators use it.
• Experience building or managing a small customer success team.
• Exposure to a B2C product with a subscription or usage-based model.

Benefits

• 25 days of holiday, plus bank holidays.
• Flexible remote working.
• The option to work from anywhere for 2 weeks each year.
• Pension plan with employer contribution.
• Private healthcare or a cash equivalent.
• Regular team social events.