Client Account Manager

• 28 days annual leave (including bank holidays)
• Workplace pension scheme
• Gym membership
• Regular team events and a collaborative company culture
• Phone / Laptop provided
• Based in Chessington

Role Overview

The Creator Success Lead is responsible for owning the end-to-end creator experience within the business, with a primary focus on retention, growth, and satisfaction.

You will manage creator relationships, identify opportunities to improve performance and revenue, and ensure creators receive consistent, high-quality support. As the first hire in this function, you will also help shape processes and define the Creator Success framework across the company.

Working closely with internal teams, you will act as the voice of creators and play a key role in improving engagement, reducing churn, and driving long-term value.

Key Responsibilities

• Manage a portfolio of creators, acting as their primary point of contact and building strong, long-term relationships
• Lead structured onboarding and offboarding processes, ensuring smooth transitions for all creators
• Conduct regular check-ins with creators to review performance, goals, challenges, and growth opportunities
• Act as the internal voice of creators, ensuring feedback and needs are communicated across relevant teams
• Own creator retention and proactively identify churn risks before they escalate
• Develop and implement retention strategies to improve engagement and lifetime value
• Monitor creator health metrics, engagement signals, and performance trends to identify at-risk accounts
• Design structured recovery plans for disengaged or dissatisfied creators
• Analyse churn drivers and provide insights and recommendations to leadership
• Identify and execute opportunities to grow creator revenue through upselling and cross-selling services
• Support initiatives that maximise creator lifetime value and long-term account growth
• Collaborate with internal teams to enhance monetisation opportunities for creators
• Develop and maintain scalable creator success processes, including onboarding, retention, and escalation workflows
• Ensure CRM systems and creator records are accurately maintained and regularly updated
• Align internal delivery teams with creator expectations, requests, and timelines
• Provide structured weekly guidance and ensure creator performance expectations are tracked
• Track, analyse, and report on key performance metrics
• Translate data into actionable insights and provide regular reporting to leadership
• Manage creator escalations with urgency, professionalism, and a solutions-focused approach
• Coordinate across internal teams to resolve issues efficiently while maintaining strong creator relationships
• Ensure clear and consistent communication during all escalations and resolution processes

Person Specification

We are seeking a commercially driven, highly organised individual with experience in client or creator-facing roles.

Skills & Experience

• 2+ years’ experience in Customer Success, Account Management, Creator Management, Talent Management, or similar role
• Proven ability to manage a portfolio of clients or creators at scale
• Strong track record in improving retention and reducing churn
• Experience identifying upsell and growth opportunities
• Strong analytical skills with experience using performance metrics (CSAT, NPS, LTV, retention, etc.)
• Experience using CRM systems and project management tools
• Excellent communication skills with confidence handling complex or challenging conversations

Personal Attributes

• Strong ownership mindset and accountability
• Highly organised with excellent prioritisation skills
• Commercially aware with a growth-oriented mindset
• Calm and effective under pressure
• Proactive problem-solver who anticipates issues early
• Collaborative and team-oriented approach
• Comfortable working in a fast-paced, evolving environment

Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice!

Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

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Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.