Senior Customer Success Manager Job at Kit

Job Description

Kit is an email-first operating system for creators who mean business. We help creators grow and monetize their audience with ease. For coaches, YouTubers, authors, podcasters, and other creatives, there isn't a better marketing hub to rely on to grow audiences, automate email marketing, and sell digital products — all within one platform. More importantly, there isn't a team more committed to helping creators earn a living. We're on a mission to help creators earn $1 billion using our creator marketing platform. We have always been 100% independent and 100% remote. We are proud to have built a product that our customers love, and we look for people who have enthusiasm and belief in our mission, vision, and values to join our team. We're also embracing AI thoughtfully — both in how we build and how we hire to ensure our team is adaptable, innovative, and ready for what's next. The role: As Kit continues to scale, we’re evolving how we support and grow our creator base. We’re looking for a Customer Success Manager (Scaled Accounts) — what we and our clients call a Creator Growth Manager (Scaled Accounts) — to to drive Pro plan expansion across our pooled customer segment, which is roughly our top 1,000 largest accounts. This role exists to answer one critical question: What drives a creator to upgrade — and how do we create more repeatable value-added upgrade opportunities at scale? You’ll focus on identifying, testing, and refining expansion motions for pooled creators, then scaling what works across our broader customer base through close collaboration with Customer Experience, Marketing, and Product. This is not a traditional account management role — it’s a growth-focused, experimental role with clear revenue impact. While expansion is the primary goal of this role, success depends on delivering a strong, scalable customer experience that directly drives retention, plan upgrades, and long-term revenue growth. This role will also own proactive outreach and engagement for pooled creators — ensuring they feel supported, understand how to get value from Kit, and are positioned to grow into Pro through effective email strategy and product adoption. This is a full-time individual contributor role, ideal for someone who enjoys ambiguity, loves turning insights into repeatable systems and programs, and is energized by influencing outcomes beyond their own book of business. Success in this role is measured by the ability to drive meaningful revenue impact at scale, including: Drive expansion revenue through Pro plan adoption and email list growth strategies; Revenue retained through effective churn prevention and save motions; Conversion of creators from monthly to annual plans; Contribution to Net Revenue Retention (NRR) across pooled accounts

Job Responsibility

First Month: Deeply understand Kit’s creator segments, pricing, and expansion paths (Free → Creator → Pro). Analyze existing expansion data and past initiatives to identify early patterns. Learn how pooled accounts are currently supported and where gaps exist. Begin engaging directly with pooled creators through scaled touch points
First Six Months: Design and test multiple scaled expansion plays (e.g. campaigns, in-product prompts, webinars, targeted outreach, education programs). Own expansion performance for the pooled segment, tracking conversion and revenue impact. Partner with Marketing and CX to operationalize successful expansion motions. Clearly document learnings, playbooks, and best practices. Influence roadmap or messaging improvements based on creator feedback. Own proactive, scaled outreach for pooled creators to drive engagement, retention, and readiness for expansion. Help creators improve email strategy, automation usage, and monetization workflows through lightweight guidance, education, and campaigns. Identify churn and disengagement signals, design scalable save motions, and partner with Customer Experience to address systemic retention risks at scale
First Year: Establish a proven, repeatable expansion engine for pooled creators. Scale successful expansion strategies across the broader customer base. Become a subject-matter expert on what drives creator monetization growth inside Kit. Directly contribute to Net Revenue Retention and Pro plan growth goals. Elevate CGM as a strategic growth partner across the company

Requirements

Experimentation & measurement: Strong hypothesis discipline, metric selection, and comfort interpreting results using funnel/cohort thinking
Segmentation & targeting: Ability to identify “upgrade-ready” cohorts using product/behavior signals and translate that into prioritized, practical targeting
Driving expansion and retention: Proven ability to proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
Scaled program design: Can design repeatable 1-to-many motions (education, campaigns, in-product prompts, light human touch) that reduce dependence on 1:1 work
Cross-functional influence: Effective at developing relationships and driving action across various stakeholder personas and levels
Operational rigor: Document playbooks, build lightweight systems, and turn one-off wins into repeatable programs other teams can run
AI & automation judgment: Use AI and automation to increase speed and throughput while maintaining brand voice, accuracy, and appropriate human review
HubSpot proficiency (bonus): Experience using HubSpot’s CRM and customer success features to operationalize segmentation, lifecycle tracking, reporting, and scaled customer motions
4+ years in Customer Success, Account Management, Growth, or Lifecycle at a SaaS company, with ownership of retention and/or expansion outcomes
Scaled/pool ownership: Experience supporting hundreds–thousands of customers via programs, campaigns, and systems (not primarily through 1:1 relationship management)
Driving customer outcomes: Proven track-record of helping customers drive sustained product adoption, customer satisfaction, and overall customer health
Revenue ownership: Experience moving a revenue metric (expansion, upgrades, conversion, renewals, NRR/GRR) with clear attribution to your work
0→1 motion building: Experience creating a new playbook/program from scratch, iterating based on results, and scaling what worked
Partnering across teams: Experience collaborating with Marketing, Product/Growth, and/or CX Ops to operationalize a motion and keep it running
Bonus: Experience serving creators, SMBs, or a self-serve audience where value must be demonstrated quickly and clearly to drive upgrades
Analytical and scrappy: You don’t wait for perfect dashboards—you pull what you need, make a call, and iterate
High-ownership operator: You take responsibility for results end-to-end (idea → build → launch → measure → iterate), and you’re transparent about what didn’t work
Creator/customer empathy with backbone: You respect skepticism, lead with value, but you’re comfortable making an upgrade ask when it’s genuinely the right fit
Systems thinker: You focus on building repeatable motions and leverage, rather than solving the same problem one customer at a time
Low ego, collaborative: You share learnings, document playbooks, and elevate the whole org’s ability to drive expansion

Nice to have

HubSpot proficiency (bonus): Experience using HubSpot’s CRM and customer success features to operationalize segmentation, lifecycle tracking, reporting, and scaled customer motions
Bonus: Experience serving creators, SMBs, or a self-serve audience where value must be demonstrated quickly and clearly to drive upgrades

What we offer

Profit Sharing
Kit equity
401k with a 5% match
We cover up to $2,100 per month toward medical premiums, with dental and vision premiums fully covered. We offer Health Insurance plans through Aetna
$2,000 equipment allowance for your first two years, $1,000 budget every following two years. Company-provided laptops are issued to every Kit team member and are not included in the equipment budget
Individual learning + development budget ($3,500/year)
Gender affirming benefits
Childcare benefit up to $3,000 annually
Twenty (20) days of paid time off during each year of employment
Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work
Ten (10) paid holidays a year
Two weeks of paid sick time each year, including mental health + well being days
Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year
Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months
Winter Break Closure: Kit closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season
Four-week, paid sabbatical after five years with the team
Fantastic in-person or virtual retreats with the team twice a year

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Senior Customer Success Manager

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