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 PHT

In this role, you’ll own:

Renewal Processing & Management (70% of role)

• Execute end-to-end renewal process for 200-300 accounts with annual recurring revenue between $5K-$100K

• Manage renewal timeline from 120 days pre-renewal through contract execution and payment processing

• Conduct renewal preparation calls 90 days prior to assess satisfaction, address concerns, and confirm renewal intent

• Process contract renewals including quote generation, pricing discussions, contract preparation, and signature coordination

• Coordinate with Sales team for pricing approvals and package modifications on renewals >$50K

• Track and forecast renewal pipeline with 95%+ accuracy in CRM and provide weekly pipeline updates

• Identify and mitigate renewal risks through proactive outreach and issue resolution

• Achieve 95%+ gross renewal rate across assigned account portfolio

• Process renewal paperwork including contract amendments, payment terms, and legal documentation

Business Relationship Management (20% of role)

• Manage customer-experience inbox - Monitor, triage, and respond to customer requests via the customer-experience alias

• Route customer inquiries appropriately - Direct customers to Product Support, Product Education, or Account Executives based on request type

• Serve as initial point of contact for assigned customers seeking business support or renewal assistance

• Conduct bi-annual business reviews for Mid-Market accounts ($50K+ ARR) focused on return on investment and business value

• Monitor account health through business engagement metrics, usage trends, and stakeholder satisfaction

• Maintain professional relationships with primary account contacts and key users for renewal coordination

• Document customer business objectives and success metrics to inform renewal and expansion conversations

• Utilize automated communication tools to maintain proactive touchpoints with customers between formal interactions

• Coordinate 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 analysis

• Present growth options including seat increases, package upgrades, or additional service modules

• Qualify expansion opportunities and coordinate with Account Executives for deals >$25K

• Track expansion pipeline and conversion metrics for assigned accounts

• Conduct expansion discovery calls to understand evolving business requirements

• Generate qualified expansion leads for the sales team based on customer growth indicators

Who you are and what you’ll need for this position:

• 3+ years experience in customer success, account management, or B2B renewals

• Strong business communication skills - excellent written and verbal English

• Renewal processing experience - managing contract lifecycles and renewal workflows

• CRM proficiency - Salesforce, HubSpot, or similar platform experience

• Relationship building skills - ability to build trust and rapport with business stakeholders

• Process-oriented mindset - comfortable with defined workflows and systematic approaches

• Customer facing experience - you have experience speaking with customers and resolving their problems

• Excellent communication skills - written and verbal

• SaaS industry experience - understanding of subscription business models

• Account management background - experience managing assigned account portfolios

• Sales or business development experience - comfortable with revenue conversations

• Marketing technology familiarity - understanding of agency/brand marketing workflows

• Data analysis skills - ability to interpret usage metrics and health indicators

Confidence 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 are:

CreatorIQ 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.