Senior Customer Success Manager

About Kit

Kit operates as an email-centric operating system dedicated to creators aiming to grow and monetize their audiences effortlessly. Serving coaches, YouTubers, authors, podcasters, and various creatives, Kit offers an all-in-one marketing hub to build audiences, automate email marketing, and sell digital products within a single platform. The company is fully independent and operates 100% remotely with a mission to help creators earn a collective $1 billion using their marketing tools. Kit embraces thoughtful AI integration in both its product development and hiring processes to stay innovative and adaptable.

Role Overview

We are seeking a Senior Creator Growth Manager to act as a trusted advisor for our most impactful creator clients. This full-time individual contributor position involves building strong relationships, identifying growth opportunities proactively, and helping creators optimize their email strategies using Kit’s platform. The role emphasizes anticipating client needs, delivering personalized experiences, and directly influencing customer retention and expansion efforts.

Responsibilities

• Within the first week, familiarize yourself with Kit’s core systems, internal workflows, and reporting tools, while connecting with the distributed team and understanding company culture and the creator community.
• During the first month, shadow customer interactions, review portfolios, and begin managing a small group of creators using Kit’s success methodologies. Influence revenue through retention and expansion without direct quotas initially, while going the extra mile to engage creators personally.
• By six months, manage a portfolio of 50-75 high-value creator accounts (approx. $1 million annual recurring revenue each), provide strategic guidance, implement impactful initiatives, build trust with clients, collaborate cross-functionally to enhance the creator experience, and promote feature adoption.
• Within a year, become a key strategic contributor by developing scalable account plans, driving growth strategies, identifying patterns in creator needs, offering insights to the team, and serving as a go-to product expert collaborating with Product, Support, and Marketing teams.

Skills and Experience Required

• Expertise in customer success principles including relationship management, value delivery, renewal preparation, and emotional intelligence.
• Strong data analysis skills, including interpreting email performance data, user behavior trends, and retention metrics.
• Effective consultative communication across written, verbal, and asynchronous formats while providing exceptional client service.
• Proficiency in workflow design, process improvements, CRM tools (like HubSpot), and product usage analytics.
• Ability to identify challenges, hypothesize solutions, and measure outcomes rigorously.
• Skillful prioritization considering risk, growth potential, strategic importance, and renewal timing.
• Experience working with tools such as Mixpanel, HubSpot, Notion, Slack, and Claude.
• Cross-functional collaboration with product management, customer support, and marketing teams.
• Minimum four years of experience in customer success, account management, or creator partnerships roles supporting creators, digital entrepreneurs, or B2C SMBs.
• Track record managing high-value customer portfolios and driving quantifiable impact.
• Comfort working in dynamic startup or rapidly scaling SaaS environments.

Desired Personal Traits

• Strategic thinker capable of both detailed attention and spotting broader patterns.
• Accountable, low ego, self-driven, and proactive with a clear bias toward action.
• Curious, invested in deeply understanding customer objectives.
• Confident managing ambiguity and leading strategic discussions with high-profile creators.
• Data-focused, action-oriented, and consistently identifying and implementing improvements.
• Committed to delivering exceptional, personalized customer experiences by noticing and acting on subtle cues.
• Transparent about sharing learnings and collaborating to enhance team expertise.
• Innovative, solution-oriented, and continually seeking to reduce friction for customers and teams.
• Kind, enthusiastic, and driven by the core question, "What is best for the creator?"

Work Environment and Schedule

This is a fully remote role targeting candidates based in North America. The team operates mainly on Eastern Time, and occasional early mornings may be necessary for West Coast employees. Flexible yet coordinated time zone management is expected.

Compensation and Benefits

• Annual salary set at $126,000 for Level 3 based on experience and interview outcomes.
• Profit sharing and company equity options.
• 401(k) plan with a 5% employer match.
• Medical coverage including up to $2,100 monthly toward premiums, with dental and vision fully paid; plans provided by Aetna.
• Equipment allowance of $2,000 for the first two years and $1,000 every subsequent two years; company laptops provided separately.
• Annual individual learning and development budget of $3,500.
• Inclusive benefits including gender affirming care.
• Childcare assistance up to $3,000 annually through JOON.
• Twenty paid vacation days yearly plus a $1,000 bonus for taking five consecutive unplugged vacation days.
• Ten paid holidays annually and two weeks of paid sick leave including mental health days.
• Twelve weeks paid parental leave with flexible scheduling for first-year child care.
• Up to six weeks of paid bereavement, medical, and disaster leave after six months of employment.
• Winter holiday break closure with essential support maintained.
• Four-week paid sabbatical after five years of service.
• Biannual virtual or in-person team retreats.

Application Process

Applications are reviewed thoroughly and candidates typically receive a response within two weeks. The hiring process includes a 30-minute recruiter phone screen, a 45-minute interview with the hiring manager, a take-home assignment, and a 60-minute panel interview. Applicants are encouraged to submit a cover letter and respond to supplemental questions to contextualize their experience.

Diversity and Equal Opportunity

Kit is an equal opportunity employer valuing all forms of diversity. Applicants who meet most of the role’s requirements are strongly encouraged to apply regardless of feeling fully qualified. The company does not tolerate discrimination based on any legally protected status.