Customer Success Manager

Job Description:

Description

Kit is an email-first operating system for creators who mean business. We help creators grow and monetize their audience with ease. For coaches, YouTubers, authors, podcasters, and other creatives, there isn't a better marketing hub to rely on to grow audiences, automate email marketing, and sell digital products — all within one platform. More importantly, there isn't a team more committed to helping creators earn a living.

We're on a mission to help creators earn $1 billion using our creator marketing platform. We have always been 100% independent and 100% remote. We are proud to have built a product that our customers love, and we look for people who have enthusiasm and belief in our mission, vision, and values to join our team.

We're also embracing AI thoughtfully — both in how we build and how we hire to ensure our team is adaptable, innovative, and ready for what's next.

The Kit culture is one where emotional intelligence is valued, radical candor is encouraged, and where everyone works together to uphold a set of shared team principles.

The role

We’re deepening our commitment to strategic, high-touch account management for our creators. We’re looking for a Creator Growth Manager to act as a trusted advisor to our highest-impact accounts—helping them grow their businesses by optimizing their email strategy and fully leveraging Kit.

This is a full-time individual contributor (IC) role ideal for someone who loves building meaningful relationships, spotting growth opportunities, translating customer goals into actionable strategies, and scaling what works.

Your support system

You’ll report to Alyssa Dulin, the Sr. Manager of Creator Growth and Deliverability, and collaborate closely with Creator Growth Managers, Deliverability Specialist, Sales and Migration Team Members, and our Product Managers.

What you'll do

• First Week: Dive into our core systems, including Kit’s platform, internal success workflows, and reporting tools. Take part in Get To Know You’s (GTKYs) to meet our distributed team and build foundational context on our company culture and creator community.
• First Month: Begin shadowing customer calls and reviewing creator portfolios to understand our customer segmentation, goals, and success benchmarks. Start managing a small group of creators who receive pooled services to get hands-on with Kit’s success methodology and internal playbooks. While you won’t own a renewal and expansion quota from Day One, you will be expected to influence revenue through retaining and expanding customers. As a team, we’re in the process of implementing team and individual renewal and expansion targets
• First Six Months: Own a portfolio of 30-40 high-value (~$20k ARR) creator accounts, delivering proactive, strategic guidance that drives measurable business outcomes like retention and expansion. Establish strong relationships with creators and their teams built on trust and credibility. Collaborate cross-functionally to ensure creator needs are surfaced internally, and partner with Product, Marketing, and Support to improve the creator experience. Collaboratively serve 200-300 creators who receive pooled services from our team. Drive feature adoption and increase customer engagement.
• First Year: Become a strategic pillar on the Creator Growth team. Develop account plans and success strategies that support scalable growth across your portfolio. Identify patterns in creator needs, surface insights to the broader team, and contribute to evolving our customer success framework as we scale.

What will S.E.T. you up for success

Skills

• Customer success fundamentals (relationship management, value delivery, renewal prep)
• Data fluency: email performance metrics, user behavior trends, and retention KPIs
• Clear, consultative communication—written, verbal, and async
• Workflow design and process improvement
• CRM tools (e.g., HubSpot) and product usage analytics
• Project management and prioritization in fast-paced environments
• Familiarity with tools like Mixpanel, HubSpot, Notion, and Slack
• Cross-functional collaboration with Product, Support, and Marketing

Experiences

• 2–4 years in a Customer Success, Account Management, or Creator Partnerships role
• Experience supporting or working with creators, digital entrepreneurs, or B2C SMBs
• Managed a portfolio of high-value customers with quantifiable impact
• Collaborating cross-functionally with product, support, and marketing
• Led customer strategy across onboarding, success planning, and renewals
• Operating in a fast-paced startup or rapidly scaling SaaS environment

Traits

• Strategic yet scrappy; able to zoom in on a customer need and zoom out to spot patterns
• Low ego, high accountability—comfortable taking ownership of outcomes
• Proactive and self-directed with a strong bias for clarity and action
• Curious and deeply invested in understanding customer goals
• Confident navigating ambiguity and independently setting direction
• Energized by helping creative people grow sustainable businesses

What won't set you up for success

• Seeking highly structured environments with little ambiguity
• Viewing Customer Success as reactive support rather than a strategic growth function
• Being uncomfortable taking initiative or experimenting in the face of uncertainty
• Looking to others to take ownership and provide solutions for you
• Lacking the organizational skills to context switch and manage multiple priorities at once

Working hours and location

We're 100% remote with team members across the globe. We work mostly on East Coast time—so if you're based on the West Cost of the United States, Europe, or Asia, you might have a few early mornings or late evenings. We do our best to keep things reasonable, but a little time zone juggling comes with the territory. We are looking for someone in North America for this role.

Compensation + perk + benefits

Kit has standardized salaries based on position, no matter where you live. For this role, we’re hiring at our level 3 ($121,000) or level 4 ($148,000). Level is determined based on experience and our interview process.

Perks + benefits include:

• Profit Sharing
• Kit equity
• 401k with a 5% match
• We cover up to $1,950 per month toward medical premiums, with dental and vision premiums fully covered. We offer Health Insurance plans through Aetna.
• $4,000 equipment allowance for your first two years, $3,000 budget every following two years
• Individual learning + development budget ($3,500/year)
• Gender affirming benefits
• Childcare benefit up to $3,000 annually
• Twenty (20) days of paid time off during each year of employment
• Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work
• Ten (10) paid holidays a year
• Two weeks of paid sick time each year, including mental health + well being days
• Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year
• Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months
• Winter Break Closure: Kit closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season. Essential support services remain available, with teams coordinating to ensure coverage during this period
• Four-week, paid sabbatical after five years with the team
• Fantastic in-person or virtual retreats with the team twice a year

How to apply

We usually receive a large number of applications, and our goal is to follow up with you within two weeks. You’ll hear from us either way. Here’s what you can expect from the rest of our hiring process:

1. A phone screen with our recruiter
2. Hiring manager interview
3. Work sample
4. A technical interview to discuss your work sample and your technical knowledge

We’ll keep you informed through every step. To get started, complete this application, including a cover letter and answers to the questions on the next page. We read every single application, and your cover letter and responses help put your experience into context.

Kit is an equal opportunity employer. We value diversity in all of its forms, and we hire the best person we can for each role, no matter your personal background. Research tells us that applicants who are female or non-binary, as well as applicants who are people of color, are less likely to apply for roles they do not feel 100% qualified for. If you think you meet more than 50% of our requirements but fewer than 100% of them, please apply. We’re imperfect communicators, so think of our job postings as the starting point for discussion rather than proof that you shouldn’t apply.

Kit does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.