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.
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 Scaled CSM model is how we do that: one person owning a large book of creators through data-driven playbooks, automated workflows, and targeted interventions.
The Role
We're hiring a Scaled Customer Success Manager to own retention and revenue outcomes across a portfolio of 500+ creators in a 1:many, tech-touch model.
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.
What You'll Do
- Own a scaled book of 500+ creators with full accountability for gross revenue retention
- Build, maintain, and iterate playbooks that drive retention, reduce contraction, and surface expansion opportunities at scale
- Monitor creator health signals (engagement drops, earnings decline, support ticket spikes) and run targeted interventions before churn materialises
- Run a weekly cadence: risk alerts, contraction monitoring, playbook execution reviews
- Design and automate lifecycle touchpoints (onboarding sequences, re-engagement campaigns, feature adoption nudges) through CS platform workflows
- Support the broader CS team by providing scaled coverage as more creators move out of dedicated 1:1 management
- Provide reactive support to creators in the scaled segment when risks, problems, or support needs arise
- Partner with Product, Support, Moderation, and Growth to close feedback loops and improve creator outcomes
- Track and report on cohort-level retention, contraction, and engagement metrics
Who You Are
- Experienced in Customer Success, Account Management, or CS Operations, ideally in a tech-touch or SMB/scale segment
- Hands-on experience with a CS platform (health scoring, playbook automation, lifecycle workflows)
- Comfortable building playbooks, automations, and health scores from scratch, not just running someone else's
- Data-literate: you can pull insights from dashboards, spot trends in cohort data, and translate them into actions
- Strong written communicator who can craft clear, concise creator-facing messaging at scale
- Comfortable managing a large book through systems and signals rather than personal relationships
- Self-directed and structured, you set your own cadence and hold yourself accountable
- Familiar with the creator economy, subscription platforms, or marketplace models (a plus, not a must)
You'll Thrive Here If
- You like building systems more than managing relationships one by one
- You get energy from finding patterns in data and acting on them before anyone asks
- You want ownership of a segment, not just a task list
- You are motivated by retention metrics and commercial outcomes
You'll Struggle Here If
- You prefer deep 1:1 relationships over scaled models
- You need someone else to build your workflows and tell you what to automate
- You are uncomfortable with ambiguity or building processes from zero
- You wait for problems to surface rather than hunting for them
Why Join Fanvue?
- Sunday Times Best Places to Work, two years running. We don't just say we have great culture, we prove it
- Fanvue supports hundreds of thousands of creators and millions of fans globally. The problems you solve here are real and immediate
- AI-native engineering: we are not bolting AI on. It is core to our product and how we build
- Series A momentum: triple-digit growth means the problems you solve today define the platform for years
- Fully remote with unlimited PTO, flexible working hours, a London office and WeWork access when you want it
- Salary reviews every six months, we don't wait for annual cycles to recognise your growth
- Travel and office budgets for team off-sites or kitting out your home setup
- Benefits package including gym memberships, apps, and more we're actively building out
Fanvue is for Everyone
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.
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