Customer Success Specialist

CreatorIQ is the AI-native operating system for creator-led growth trusted by more than 1,300 global brands and agencies.We’re on a mission to make businesses more human, and humans more impactful. We operate by our values — be intentional, pursue excellence every day, embrace the journey together, and be a good human — every day. CreatorIQ has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions, and recognized by G2 as a Leader, Best Customer Relationship, G2 Top 100 Fastest-Growing Products, and rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles.We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together!Customer Success Specialist We are seeking a Customer Success Specialist to manage renewals and account relationships for our Mid-Market customer segments. This role focuses specifically on business relationship management, renewal processing, and growth opportunity identification. The successful candidate will serve as the primary business contact for assigned accounts while ensuring seamless renewal processes and identifying expansion opportunities.The working hours for this role are: Tuesday to Saturday, 4pm - 1am PHTIn This Role, You’ll OwnRenewal Processing & Management (70% of role)Execute end-to-end renewal process for 200-300 accounts with annual recurring revenue between $5K-$100KManage renewal timeline from 120 days pre-renewal through contract execution and payment processingConduct renewal preparation calls 90 days prior to assess satisfaction, address concerns, and confirm renewal intentProcess contract renewals including quote generation, pricing discussions, contract preparation, and signature coordinationCoordinate with Sales team for pricing approvals and package modifications on renewals >$50KTrack and forecast renewal pipeline with 95%+ accuracy in CRM and provide weekly pipeline updatesIdentify and mitigate renewal risks through proactive outreach and issue resolutionAchieve 95%+ gross renewal rate across assigned account portfolioProcess renewal paperwork including contract amendments, payment terms, and legal documentationBusiness Relationship Management (20% of role)Manage customer-experience inbox - Monitor, triage, and respond to customer requests via the customer-experience aliasRoute customer inquiries appropriately - Direct customers to Product Support, Product Education, or Account Executives based on request typeServe as initial point of contact for assigned customers seeking business support or renewal assistanceConduct bi-annual business reviews for Mid-Market accounts ($50K+ ARR) focused on return on investment and business valueMonitor account health through business engagement metrics, usage trends, and stakeholder satisfactionMaintain professional relationships with primary account contacts and key users for renewal coordinationDocument customer business objectives and success metrics to inform renewal and expansion conversationsUtilize automated communication tools to maintain proactive touchpoints with customers between formal interactionsCoordinate cross-functional support when customers need technical or educational resources (via proper handoffs)Growth & Expansion Identification (10% of role)Identify expansion opportunities through business needs assessment and account analysisPresent growth options including seat increases, package upgrades, or additional service modulesQualify expansion opportunities and coordinate with Account Executives for deals >$25KTrack expansion pipeline and conversion metrics for assigned accountsConduct expansion discovery calls to understand evolving business requirementsGenerate qualified expansion leads for the sales team based on customer growth indicatorsWho you are and what you’ll need for this position:3+ years experience in customer success, account management, or B2B renewalsStrong business communication skills - excellent written and verbal EnglishRenewal processing experience - managing contract lifecycles and renewal workflowsCRM proficiency - Salesforce, HubSpot, or similar platform experienceRelationship building skills - ability to build trust and rapport with business stakeholdersProcess-oriented mindset - comfortable with defined workflows and systematic approachesCustomer facing experience - you have experience speaking with customers and resolving their problemsExcellent communication skills - written and verbalSaaS industry experience - understanding of subscription business modelsAccount management background - experience managing assigned account portfoliosSales or business development experience - comfortable with revenue conversationsMarketing technology familiarity - understanding of agency/brand marketing workflowsData analysis skills - ability to interpret usage metrics and health indicatorsConfidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at CreatorIQ? Please apply! CreatorIQ is a place where everyone can grow.Who We AreCreatorIQ is the AI-native operating system for creator-led growth. Trusted by more than 1,300 global brands and agencies—including Burson, Delta Air Lines, Google, LVMH, Nestlé, and Sephora—CreatorIQ unifies creator marketing across paid, owned, earned, commerce, and community into one seamless, enterprise-grade ecosystem. With industry-leading intelligence infrastructure, rigorous compliance and security standards, and integrations with Meta, Snapchat, TikTok, YouTube, and more, CreatorIQ empowers brands and agencies to harness the creator economy as a strategic growth engine. CreatorIQ is a global company headquartered in Los Angeles with offices in Austin, New York, San Francisco, London, Manila, and Warsaw. Learn more at www.creatoriq.com and follow us on LinkedIn and Instagram.At CreatorIQ, we believe that diversity is the key to unlocking our full potential. We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique. By embracing our core values of being intentional, pursuing excellence every day, embracing the journey together, being a good human, and staying focused on what’s important, we create an atmosphere that promotes collaboration and growth. Join us to celebrate differences, innovate together, and be a part of a business that is disrupting the marketing industry.