Head of Customer Success

TikTal is a dynamic influencer marketing agency specializing in helping brands grow through innovative and strategic influencer partnerships. As we expand, we’re looking for a highly experienced Head of Customer Success to elevate our client relations and drive strategic growth.

Role Overview:

The Head of Customer Success will lead our customer success team, ensuring client satisfaction, strategic alignment, and business growth. This individual will possess a deep understanding of the influencer marketing landscape, particularly with US-based clients and brands, while demonstrating expertise in account management, client retention, and expanding brand partnerships.

Key Responsibilities:

• Team Leadership & Training: Lead and mentor the customer success team, fostering a culture of excellence, accountability, and client satisfaction.

• Client Strategy & Account Management:
• Develop and execute brand strategies, budget planning, and account management practices tailored to each client.
• Effectively navigate large account hierarchies and engage in high-level conversations with CMOs, senior leadership, and executive teams to align on creative strategies and ad spend.
• Relationship Expansion:
• Strategically expand relationships with clients/brands across different regions, markets, and platforms.
• Introduce new services, solutions, and advertising options to clients, supporting cross-functional expansion and brand development.
• Revenue Generation & Upselling:
• Drive inbound sales and upsell opportunities, achieving and surpassing financial goals.
• Convert short-term projects into long-term Agency of Record (AOR) contracts, focusing on high-value contracts (6- to 7-figure USD) and sustained client engagement.
• Campaign & Talent Management:
• Oversee high-value campaign budgets with a strong understanding of campaign dynamics and talent management.
• Ensure technical aspects of influencer campaign management are flawlessly executed, meeting client and agency standards.
• Client Retention & Satisfaction:
• Maintain a high client retention ratio by fostering trusted, long-term relationships and ensuring an exceptional client experience.
• Turn client success stories into case studies and testimonials to reinforce TikTal’s market positioning and value proposition.

Your initial KPIs:

• Financial converted deals and clients in USD.
• Retention rate of 80%.
• Customer Satisfaction of 90%.
• Improvement process efficiency by 90%.
• And others.

Qualifications:

• 5+ years of experience in influencer marketing agency operations, specifically with US clients/brands.
• Strong background in brand strategy, budget planning, and high-value account management.
• Proven track record in expanding brand relationships both vertically and horizontally across various channels.
• Exceptional communication skills, with the ability to engage senior leadership and executive teams in strategic discussions.
• Experience managing and training teams to meet performance targets.
• Skilled in upselling and achieving financial goals, with experience handling large campaign budgets and high-value contracts.
• Strong knowledge of influencer campaign management and talent coordination from a technical standpoint.
• Proven success in converting client projects into long-term contracts and AOR partnerships.
• Able to work within the US timezones.

Why Join TikTal?

TikTal offers a dynamic and collaborative environment where you can directly impact our clients’ success and the agency’s growth. This role is perfect for a strategic leader who thrives on building lasting partnerships and pushing the boundaries of influencer marketing.