Head Of Creator Success

The Head of Creator Success in our Creator Shopping team is a key role focused on nurturing creators throughout the lifecycle for growth and retention. This is an opportunity to build a team that is critical to LTK’s success. This Head of Creator Success has direct impact over the evolution of serving our creators with influence over our products and services while aligning cross functionally to raise revenue for creator segments. This will be achieved through development and execution of a community based strategy to engage our robust creator base. Key measures of success will be revenue growth, creator satisfaction, and retention of creators on the LTK platform. LTK is seeking a top-tier leader with experience in an online marketplace that supports small business or solopreneurs.

Revenue Growth Responsibilities

• Provide thought leadership and further develop the “Path to success” by defining the value proposition and desired outcomes at each stage of the creator journey.
• Develop strategy and workflow to create a best-in-class customer experience once creators are onboarded to LTK.
• Identify trends, patterns, and areas for improvement, and develop action plans to optimize creator success and retention.
• Collaborate with marketing teams to develop strategies and campaigns that increase creator engagement, expansion, and revenue generation.
• Lead strategic coaching teams to deliver growth coaching to creators across multiple verticals. Provide leadership, mentorship, and support to ensure their professional growth and success.
• Establish and monitor key performance indicators (KPIs) of creator accounts, such as adoption rates, engagement metrics, creator satisfaction scores, revenue growth.

Customer Relationship Responsibilities

• Deliver high quality Coaching Programs to (i) instill a coaching culture in Creator Success (ii) drive sales operational excellence, standardization and processes to increase performance, (iii) build specific soft and business skill coaching with context based on marketplace data
• To build creator satisfaction, oversee the synthesis and actioning of creator feedback regarding experiences, pain points, and suggestions for improvement. Advocate for creator needs and requirements within the organization, working closely with product and development teams to drive enhancements and platform updates.
• Develop retention strategies and initiatives to reduce churn and ensure long-term partnerships with creators.
• Understand creator needs, goals, and challenges and develop segmentation journeys to provide personalized support and guidance based on each creator group’s needs.

Customer Education Responsibilities

• Provide training and guidance on using the marketplace's tools and features effectively, optimizing their experience, and maximizing their desired outcomes.
• Prepare coaches for creator relationships, up-level existing coaches, and accelerate top performing team members.
• Further develop the creator onboarding process to ensure a smooth transition onto the platform.
• Oversee a blended learning model to include virtual classroom, webinars, self-paced and just-in-time learning, and event-based training, using conventional and innovative learning technologies for Coaches to leverage with their creators.

What You’ll Bring

• 10+ years of experience in Customer Success
• Flexibility and ability to adjust on the fly to new demands
• Experience in coaching entrepreneurs, conducting training and enablement oversight (or building and scaling new programs) is a plus but not required.
• Ability to quickly inspect frontline and coach-to-Creator interactions to identify skill gaps and opportunities for coaching and enablement solutions
• Exceptional people leadership and culture builder (5+ years of management experience)
• Experience providing professional coaching
• Excellent written communication skills with ability to quickly synthesize, interpret and communicate complex information to various audiences clearly and succinctly
• Comfortable presenting to and engaging large groups, both virtual and in-person; advanced in storytelling as a skill
• Proven track record of building, producing and hosting educational events, driving adoption, and measuring the impact of enablement programs
• Proven ability to meet and exceed growth and retention goals
• Strong collaboration and problem-solving skills
• Strong executive presence and influencing skills; ability to build trust with employees and Creators at all levels
• Courageous leader who challenges perspectives and gives/receives honest feedback
• Knowledge of and experience with HubSpot and other customer enablement tools and platforms

What We Offer

• Wellness reimbursement
• A remote-first, productivity-first environment
• Summer Fridays, birthday PTO, and paid volunteerism days
• The opportunity to be part of the leading global company in creator commerce
• Paid parental leave program
• Competitive compensation and benefits package to meet the needs of you and your family
• 401(k) with LTK matching
• In-person team events

Benefits package includes: Medical insurance, PPO, HSA, Wellness benefits, Vision insurance, Dental insurance, Paid maternity leave, Paid paternity leave, Family Bonding Time, Disability insurance, Life insurance, AD&D, Short-Term disability, Paid time off, Pet insurance benefits and more