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Hybrid Client Success Manager Client Success Manager

#paid · Canada · Hybrid

About the job

About UsAt #paid, we’re on a mission to empower creators to do what they love—create. Our marketplace connects vetted creators with some of the world’s most iconic brands, like McDonald’s, Samsung, and Disney, fostering authentic collaborations that drive real business results. We’ve built a marketplace that solves big challenges in the creator ecosystem, from fair pricing to algorithmic matching and content usage rights, ensuring every partnership is seamless and impactful.With our proprietary technology and an unwavering commitment to trust and transparency, we’re revolutionizing the way brands and creators come together to make magic. Rated #1 for customer support and managed services, #paid is leading the creator marketing space. Through innovative technology and a team of ambitious humans, we're transforming the future of the creator economy.The RoleYou are responsible for and are the key driver of success in the execution of client creator marketing programs. The execution of client programs and campaigns includes program setup, creator selection and contracting, overseeing content creation and facilitating brand approvals and providing insights-driven analysis post-program.You play an integral role in maintaining and measuring client success and satisfaction, which directly impacts the company’s overall performance and success in the market. You directly own and control the relationship #paid has with its creators as well as its clients post-sale. You work closely with the Team Manager to proactively address anticipated client concerns and implement sustainable and scalable solutions to process inefficiencies.If you're successful:

  • You’ll oversee and execute campaigns; daily tasks include: running the program kick-off calls, finalizing program briefs, building creator rosters, contracting creators, scheduling content creation and posts, tracking program performance, and presenting comprehensive post-campaign marketing reviews, all while communicating with our network of creators
  • You will own and drive client happiness for clients through fast response times to clients (within a day), high degree of professionalism in all external meetings, calls, emails, and ownership of your individual NPS score - among other activities to drive client happiness
  • You’ll manage a volume of campaigns at a given time and may have periods of higher volumes and periods of lower volumes, where you may be asked to help team members who are over-capacity to help maintain high levels of client happiness across the team
  • On a continuous basis, you’ll proactively identify process inefficiencies and knowledge gaps and work collaboratively with your peers and Team Manager to implement solutions - you’re expected to come to our monthly brainstorming sessions with ideas
  • You will work closely with key stakeholders in Product, Sales, Media, Analytics, and Strategy to optimize for client satisfaction and ensure client experience and feedback is communicated, documented in the CRM, and actively addressed
You're perfect for the role if:
  • You’re client-obsessed and are known to do whatever it takes to keep your clients happy
  • You work hard to create meaningful relationships and you understand client goals really well
  • You always think of ways to make the client feel important and you know how to set and manage expectations with clients and key stakeholders
  • You are strong with numbers and are highly analytical. You know how to story tell with data to share relevant learnings with clients
  • You know how to answer contextual questions running through the client’s head, “Why do I care? How is this relevant? What does this mean?”
  • You can manage a number of programs at once and are very detail-orientedYou can juggle and balance competing priorities
  • You have experience toggling between tactical strategies to satisfy clients and strategic plans to work with Sales in expanding client account
  • You are always working on improving yourself
  • You proactively ask for feedback from your clients, key stakeholders, manager, and peers to bring awareness to your blindspots, actively taking steps to grow and develop your skills
  • Your friends call you a social media expert! You regularly interact with platforms like Instagram, Facebook, TikTok, and other trendy social channels to connect and get inspired by creators in your network
  • You have experience in a client-facing role
  • Experience executing multiple marketing campaigns in a digital environment
Why #paid
  • We are a group of passionate and thoughtful people working together to fundamentally change the way brands are built while empowering creators to make a living doing what they love
  • We are growing quickly! Plus, #paid is the highest-rated platform on the popular G2 Crowd software review website
  • We have all the fun perks you’d expect—flexible vacation policy, competitive vision, dental and health benefits, team offsites and working hubs, and socials (yes, even remotely!)
  • We invest in our team members, with L&D budgets and RRSP/401K Matching Programs
  • We are proud of our culture and care about it deeply—we live by our team values and are always trying to make #paid a better company today than it was yesterday
  • We empower learning through meaningful career progression and the autonomy to test new ideas
Equal Employment Opportunity#paid is an equal opportunity employer and as such, we do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their best and authentic selves to work.If you require any accommodations during the recruitment process, whether it be alternate forms of material, accessible meeting rooms, etc., please let us know and we will work with you to meet your needs.