Head of Customer Success

HEAD OF CUSTOMER SUCCESS – INFLUENCER MARKETING PLATFORM

Location: Remote-first (UK-based) with monthly London meetups

Salary: Up to £80,000 per annum, plus potential stock options

A fast-growing influencer marketing platform is on a mission to become the go-to solution for hospitality brands and content creators globally. Having launched across the UK, US, Canada and beyond, the platform is now seeking a strategic, operationally-strong Head of Customer Success to lead activation, adoption, and growth across its community of brands and influencers.

This is a rare opportunity to take full ownership of customer success in a high-growth, early-stage company and build scalable systems, processes, and team foundations from the ground up.

Responsibilities

• Develop and lead the customer success strategy across a dual-sided marketplace (brands and influencers)
• Oversee onboarding and activation journeys for hospitality brands and content creators
• Refine collaboration workflows and templates to increase efficiency and automation
• Serve as point of contact for premium clients and top-tier influencers
• Collect, analyse and act on customer feedback to improve the platform and user satisfaction
• Collaborate closely with product, sales and marketing teams to align on goals and feedback loops
• Build and manage a growing customer success team
• Drive retention, engagement and upsell opportunities with existing customers

Key Requirements

• Experience in an influencer marketing agency or platform, managing brand and influencer collaborations
• Strong operational and process-building experience
• Proven ability to lead and scale a function in a startup or high-growth environment
• Excellent communication and relationship-building skills
• Leadership experience (team management or mentorship) is desirable
• Comfortable working across functions and owning customer success metrics
• Familiarity with customer success tools, CRM systems and influencer platforms
• Experience working with hospitality brands is a bonus