Lightricks, an AI-first company, is leading the way in digital content creation and influencer marketing. Our Popular Pays platform connects brands with creators to produce dynamic, influencer-powered campaigns. We are looking for a dedicated and experienced Customer Success Manager to join our team, focusing on ensuring our clients maximize the value they gain from the Popular Pays platform.

The team & role

Popular Pays facilitates collaborations between brands and influencers, offering seamless campaign management and creative strategies to deliver powerful, tailored content. With a focus on the creator economy and leveraging AI technology, Popular Pays helps brands scale their campaigns and empowers creators to monetize their work effectively.

As a Customer Success Manager (CSM), you will be a key driver in delivering customer success initiatives, with a special focus on managing influencer marketing campaigns and ensuring customers can efficiently leverage our platform. You'll collaborate closely with brands and creators, ensuring their goals are met and that campaigns run smoothly. This role also involves working with the product and revenue teams to adapt AI-driven strategies that meet client needs.

We are looking for an experienced Customer Success Manager to join our team in Chicago on a 6 month fixed term maternity cover contract.

What you will be doing

• Customer Onboarding: Lead the onboarding of new clients, ensuring smooth transitions to the Popular Pays platform.
• Campaign Management: Oversee and manage influencer marketing campaigns, providing strategic guidance and support to ensure successful outcomes.
• Customer Relationship Management: Build strong, lasting relationships with clients by understanding their business goals and offering tailored solutions.
• Customer Advocacy: Act as the voice of the customer within Popular Pays, advocating for their needs and collaborating with internal teams to drive product improvements.
• Creative Strategy: Work closely with clients and creators to develop effective influencer campaigns, providing creative direction and problem-solving where needed.
• Proactive Engagement: Regularly check in with customers, provide platform updates, gather feedback, offer proactive solutions to enhance their experience, and identify opportunities for upselling and cross-selling.
• Success Metrics: Monitor customer satisfaction, retention, and overall campaign performance.
• Issue Resolution: Proactively identify and resolve customer issues and concerns, ensuring high customer satisfaction.
• Collaboration: Work closely with internal teams including the revenue, product, and partnerships teams to ensure client needs are met and campaigns run seamlessly.

Your skills and experience

• 4-5 years of experience in customer success, account management, or a related field, ideally in influencer marketing or SaaS platforms.
• Proven ability to manage complex campaigns and provide creative strategies.
• Strong time management and organizational skills, capable of juggling multiple clients and campaigns simultaneously.
• Excellent communication and interpersonal skills, with a focus on relationship building.
• Familiarity with CRM systems (Salesforce is a plus) and project management tools like Monday.com.
• Knowledge of influencer marketing and the creator economy is essential.
• Experience working with enterprise clients is an advantage.

• Experience in a startup or SaaS environment is an advantage.
• Familiarity with AI-driven tools and technology in digital marketing is an advantage.
• Previous experience working in creative strategy or marketing roles - a plus.

Why Lightricks

• Health/dental/vision with a majority of premiums paid by the company.
• 401k with company match. (Up to 4%)
• $3,000 per year is provided for lunch.
• $1,000 Yearly Learning, Development, and Wellness budget.
• Work from home stipend.
• 21 Days of PTO.
• Birthdays off! Take a free day off during your birthday month to celebrate.
• Talented teammates and a strong work culture, supporting a healthy work-life balance.
• Flexible work environment with 3 days in the office in Chicago.

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