Customer Success Manager

Lickd is the world's first mainstream music licensing platform for content creators, giving YouTube creators legal access to chart music for the first time. The Lickd Creator Platform is our B2C product, serving a fast-growing base of YouTube creators worldwide.

We're looking for a Customer Success Manager to own the day-to-day creator relationship on the Creator Platform, turning sign-ups into active, retained customers, and keeping our biggest creators close.

This is a hands-on individual contributor role. You won't be managing a team; you'll be doing the work: talking to creators, resolving the hard tickets, keeping HubSpot in good shape, and bringing what you learn back into the business. You'll work directly with the CPO and alongside our Product and Commercial teams, and you'll be the person in the building who knows our creators best.

What you'll do

Look after our highest-value creators

• Own a portfolio of our largest and most engaged creators - the ones who want a named contact rather than a help desk
• Run proactive check-ins: understand their channel, their upload cadence, what they're planning, and where Lickd fits
• Spot renewal and expansion opportunities early, and make the case for them
• Be the person they call when something goes wrong, and make sure it gets fixed

Keep the day-to-day running well

• Work with our outsourced customer service partner on claims management and inbound queries. Daily coordination, quality spot-checks, and flagging where SLAs or tone aren't landing
• Take on the complex, high-profile or sensitive claims tickets yourself and resolve them promptly
• Keep the Help Centre accurate and useful - FAQs, guides and self-serve content that reduce inbound volume

Drive activation and retention

• Improve the onboarding experience for new creators and get them to their first licence faster
• Use data signals in HubSpot to identify at-risk accounts, and intervene before they churn
• Deliver against our activation, retention, NPS and churn targets, and help shape what we do next

Run our CRM operation in HubSpot

• Hands-on ownership of lifecycle stages, workflows, automated touchpoint sequences and health scoring
• Build and maintain the dashboards that tell us how creator health is trending
• Keep the data clean - you'll care about this more than most people do

Close the loop with Product

• Recruit creators for research sessions and run the interviews yourself
• Synthesise what you hear into clear, usable insight and hand it to the product team
• Work with the CPO to turn creator insight into prioritised product input — you're the voice of the creator in the room

Document, report and improve

• Build out playbooks as you go: onboarding guides, escalation paths, expansion triggers
• Report weekly and monthly on creator health, retention trends and the qualitative themes coming through
• Use AI tooling to move faster across research synthesis, CRM enrichment, customer comms drafting, churn signal detection and feedback tagging

What we're looking for

• 3+ years in customer success, account management or customer experience - ideally in a subscription or usage-based product
• Direct experience managing a portfolio of high-value accounts. Real relationships with real people, not just a queue
• Hands-on HubSpot experience (or a comparable CRM you've used properly): workflows, lifecycle management, sequences, reporting. You've built things in it, not just used it
• Comfortable with data. You can pull a retention or funnel report, read it, and tell us what it means. You back intuition with numbers
• AI-native in how you work. This should be habitual, not experimental - we'll ask what you actually use and how
• Excellent written communication. A lot of this role is writing well: to creators, to the outsourced team, and to us
• A structured thinker who documents things. You leave processes behind you, not tribal knowledge
• Self-starting and comfortable with ambiguity. We're a lean team; nobody will hand you a playbook for this

Nice to have

• Experience in the creator economy, music or media tech
• Familiarity with YouTube's Content Management System (CMS) and how creators operate within it
• Experience running customer interviews or a structured feedback programme
• Experience working with outsourced or third-party support providers

Where this goes

We're deliberately hiring someone who wants to do this work hands-on rather than manage it. As the function proves out and grows, there's real scope to take on more ownership and, in time, a team. 

Benefits

• 25 days holiday + bank holidays
• Flexible remote working
• Work from anywhere for 2 weeks per year
• Pension scheme with employer contribution
• Private healthcare or cash equivalent
• Regular team socials

Salary: £50,000 - £60,000  

Location: Hybrid, London (1-2 days per week)

Type: Full-time 

Reports to: Chief Product Officer