Sr. Director of Client Success, Creator Operations & Acquisition

Key Responsibilities

Team Leadership & Organizational Excellence

Lead, coach, and scale a team of 5 managers and directors across Client Success, Creator Operations, and Creator Acquisition; setting shared performance and margin standards while developing each function against its distinct craft
Own hiring, onboarding, and development of high-performing talent across all three functions
Establish and enforce accountability frameworks tied to retention, expansion, delivery speed, margin, and team engagement (eNPS)
Hold regular 1:1s with direct reports to support their professional development, especially in executive communication, operational strategy, and risk identification
Conduct quarterly performance reviews and co-create development plans with managers
Lead weekly cross-functional team syncs, transforming insights into scalable improvements and initiatives

Client Success & Growth

Develop strategy and lead execution across our client portfolio, tailoring approaches by vertical and segment
Help brands achieve meaningful outcomes through #paid by consistently delivering on their objectives, building long-term partnerships, and enabling them to win with creators
Drive retention and expansion by identifying client needs, delivering measurable value, and turning success into long-term growth
Deliver on key team metrics including retention, expansion, Net Promoter Score and revenue targets
Act as an executive sponsor for key accounts to ensure strategic alignment and satisfaction
Run monthly cross-functional account reviews with Sales, Strategy, and Creator Operations to align on growth opportunities and mitigate risks
Implement systems and frameworks that improve client satisfaction, campaign performance, and operational efficiency

Creator Operations Strategy & Execution

Own the strategy and performance of Creator Operations - the engine that sources, negotiates with, and onboards creators from #paid's network into brand rosters delivering speed, quality, and cost efficiency at scale
Drive measurable improvement across core delivery KPIs: roster turnaround time (TAT), 1st-round roster approval rate, on-time roster delivery, and roster margin protection
Tailor sourcing, negotiation, and onboarding motions to the needs of each customer segment (SMB vs. strategic vs. enterprise) rather than running one flat process
Partner with Product and Engineering to automate manual sourcing, negotiation, and onboarding workflows so the function scales without linear headcount growth
Establish quality standards and vetting frameworks for creator onboarding, and hold the ops team accountable to them
Work with Sales and Client Success to forecast roster demand and proactively flag supply constraints before they become delivery risks

Creator Acquisition & Network Strategy

Set and drive the strategy for growing #paid's creator network through agency partnerships, talent-management relationships, and direct creator acquisition — building supply that is margin-aware, not just large
Own both the relationship layer (serve as executive sponsor for key agency and talent partners) and the pipeline layer (forecasting network gaps, identifying supply constraints, acquiring ahead of demand)
Align network growth with demand signals from Sales and Client Success so roster needs are met before they become delivery constraints
Establish standards for creator vetting, quality, and ongoing network health, and hold acquisition sources accountable to them
Track creator network health metrics and recommend adjustments to acquisition strategy based on client outcomes and margin performance

Cross-Functional Collaboration & Operations

Collaborate with Sales, Product, Marketing, and Strategy to continuously elevate the client experience and campaign outcomes
Apply deep media expertise and platform knowledge to guide internal teams and clients, helping brands make data-informed decisions across paid social and digital channels
Partner with Product and Engineering on roadmap priorities that unblock operational scalability
Track and align department operations with budget, proactively addressing risks and optimizing for future success
Meet weekly with the Chief Client Officer to align on progress, unblock challenges, and iterate on operational improvements
Stay current on platform changes, creative trends, and competitive dynamics in the creator marketing space

To Be Successful, You'll need

Lead with data: Comfortable owning and reporting on KPIs across client health (NPS, retention, expansion), operational delivery (TAT, approval rates, margin), and team performance (eNPS, utilization)
Directly mentor: Hold regular 1:1s with your five direct reports, supporting their growth and addressing performance gaps with directness and coaching
Manage ambiguity: Thrive in scaleup environments where processes are still being built — comfort iterating quickly and making decisions with incomplete information
Operate cross-functionally: Partner with Sales, Product, and Strategy weekly to solve problems and identify growth opportunities
Balance competing priorities: Protect team from burnout while driving accountability on margin, speed, and quality simultaneously
Apply platform fluency: Leverage deep knowledge of Meta, TikTok, Snap, Pinterest, YouTube, and adjacent channels to guide strategy, spot trends, and unblock creative challenges
Develop talent: Build a pipeline of emerging leaders; create development plans tailored to each team member's growth trajectory
Own both sides: Equally comfortable in client relationships (executive sponsors) and operational complexity (creator sourcing, margin management, KPI tracking)

About You

10+ years in client-facing roles within digital media, social, or agency environments, with a strong Customer Success foundation as your primary anchor
1+ years of creator/influencer marketing experience and deep knowledge of paid social platforms (Meta, TikTok, Snap, Pinterest, YouTube, etc.)
Managed managers for 1+ years and led teams at comparable scale (~30+ people across multiple functions, including managing 3+ direct reports)
Ad tech, Advertising, or Agency industry background — not pure SaaS; ideally with both agency and ad tech exposure
5+ years partnering directly with sales teams to align on demand, pipeline, and growth strategy; track record of enterprise relationship management
Data-driven, direct communicator with low ego — comfortable leading with metrics and having hard performance conversations with empathy and clarity
Thrive in scaleup ambiguity: Energized by building processes and scaling teams in uncertain environments; you don't need everything handed to you
High AI adoption mindset; cross-functional influence with Sales and Product