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.

• Establish and monitor key performance indicators (KPIs) of creator accounts, such as adoption rates, engagement metrics, creator satisfaction scores, revenue growth.

• Develop strategy and workflow to create a best-in-class customer experience once creators are onboarded to LTK.

• 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.

• 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.

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

• Understand creator needs, goals, and challenges and develop segmentation journeys to provide personalized support and guidance based on each creator group’s needs.

• Develop retention strategies and initiatives to reduce churn and ensure long-term partnerships with creators. 

• 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.

Customer Education Responsibilities:

• Further develop the creator onboarding process to ensure a smooth transition onto the platform. 

• 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.

• 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

• Exceptional people leadership and culture builder (5+ years of management experience)

• 10+ years of experience in Customer Success

• Experience in coaching entrepreneurs, conducting training and enablement oversight (or building and scaling new programs) is a plus but not required.

• Proven ability to meet and exceed growth and retention goals

• Strong executive presence and influencing skills; ability to build trust with employees and Creators at all levels

• Proven track record of building, producing and hosting educational events, driving adoption, and measuring the impact of enablement programs

• Comfortable presenting to and engaging large groups, both virtual and in-person; advanced in storytelling as a skill

• Excellent written communication skills with ability to quickly synthesize, interpret and communicate complex information to various audiences clearly and succinctly

• Strong collaboration and problem-solving skills

• Experience providing professional coaching

• Flexibility and ability to adjust on the fly to new demands

• Courageous leader who challenges perspectives and gives/receives honest feedback

• Ability to quickly inspect frontline and coach-to-Creator interactions to identify skill gaps and opportunities for coaching and enablement solutions

• Knowledge of and experience with HubSpot and other customer enablement tools and platforms