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CreatorIQ is the operating system for creator-led growth, trusted by over 1,300 global brands and agencies including Google, LVMH, Nestlé, and Sephora. The company unifies creator marketing across paid, owned, earned, commerce, and community channels into an enterprise-grade ecosystem.
As Director of Customer Success for EMEA, you will lead a team of Customer Success Professionals while driving retention, growth, and long-term partnership success across the region. You'll own portfolio performance, forecasting, strategic customer engagement, team development, and operational excellence. This is a strategic, commercially-minded leadership role that shapes the next phase of growth for customers, team, and business.
Key responsibilities include:
- Leading, coaching, and developing a team of Customer Success Professionals while fostering accountability, performance, and customer-centricity
- Owning EMEA portfolio performance, driving retention, growth, forecasting accuracy, risk mitigation, and customer success outcomes
- Building trusted relationships with executive stakeholders (CMOs, Heads of Influencer Marketing, VPs) to maximize customer impact and maturity of creator marketing programs
- Partnering with Sales, Product, Marketing, Professional Services, and Support to advocate for customer needs and influence strategic outcomes
- Applying industry knowledge and market insights to help customers evolve creator marketing strategies and achieve measurable business results
- Serving as a senior leader within EMEA, driving escalations, operational priorities, organizational development, and cross-functional initiatives
The role is based in London, UK with a hybrid model (3 days per week in office) and approximately 20% travel across EMEA customer locations.
Requirements:
- 8+ years of experience leading Enterprise Customer Success, Strategic Account Management, or related customer-facing teams within SaaS, MarTech, AdTech, Social Media Technology, or Creator Marketing organizations
- Proven experience leading Enterprise Customer Success or Strategic Account teams with responsibility for retention, renewals, expansion, customer growth, and portfolio performance
- Demonstrated success developing and leading high-performing Customer Success Professionals and Managers while fostering accountability, collaboration, and continuous improvement
- Strong executive presence with experience advising senior stakeholders including CMOs, Heads of Influencer Marketing, Heads of Social, VPs, and other senior business leaders
- Strong commercial acumen with ownership of retention, revenue growth, forecasting, and strategic customer outcomes
- Experience managing strategic enterprise customer relationships, executive business reviews, complex escalations, and high-impact customer risk situations
- Ability to independently lead cross-functional initiatives and influence outcomes across Sales, Product, Marketing, Professional Services, and Support teams
- Direct experience within influencer marketing, creator economy, creator technology, social media technology, MarTech, or closely related industry strongly preferred
- Demonstrated understanding of creator marketing trends, influencer strategy, measurement frameworks, and the evolving creator economy landscape
- Proficiency with CRM platforms (Salesforce preferred) and experience leveraging AI tools to improve productivity, customer insights, forecasting, operational efficiency, and customer engagement
- Excellent communication, presentation, and stakeholder management skills
