Senior Customer Success Manager, Kit (Formerly ConvertKit)
Scaled Accounts
$126-176k
+ $50K Equity/Profit sharing
Hubspot
Mid and Senior level
Remote from Canada, Europe, UK, US
More information about location
Email-first operating system for creators
Be an early applicant
Email-first operating system for creators
21-100 employees
B2BMarketingContentCommunicationDigital MediaSaaSeCommerce
Be an early applicant
$126-176k
+ $50K Equity/Profit sharing
Hubspot
Mid and Senior level
Remote from Canada, Europe, UK, US
More information about location
21-100 employees
B2BMarketingContentCommunicationDigital MediaSaaSeCommerce
Company mission
To help creators grow and earn a living.
Role
Who you are
- This is a full-time individual contributor role, ideal for someone who enjoys ambiguity, loves turning insights into repeatable systems and programs, and is energized by influencing outcomes beyond their own book of business
- Experimentation & measurement: ****Strong hypothesis discipline, metric selection, and comfort interpreting results using funnel/cohort thinking (even with imperfect data)
- Segmentation & targeting: Ability to identify “upgrade-ready” cohorts using product/behavior signals and translate that into prioritized, practical targeting
- Driving expansion and retention: Proven ability to proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
- Scaled program design: Can design repeatable 1-to-many motions (education, campaigns, in-product prompts, light human touch) that reduce dependence on 1:1 work
- Cross-functional influence: Effective at developing relationships and driving action across various stakeholder personas and levels
- Operational rigor: Document playbooks, build lightweight systems, and turn one-off wins into repeatable programs other teams can run
- AI & automation judgment: Use AI and automation to increase speed and throughput while maintaining brand voice, accuracy, and appropriate human review
- HubSpot proficiency (bonus): Experience using HubSpot’s CRM and customer success features to operationalize segmentation, lifecycle tracking, reporting, and scaled customer motions
- 4+ years in Customer Success, Account Management, Growth, or Lifecycle at a SaaS company, with ownership of retention and/or expansion outcomes
- Scaled/pool ownership: Experience supporting hundreds–thousands of customers via programs, campaigns, and systems (not primarily through 1:1 relationship management)
- Driving customer outcomes: Proven track-record of helping customers drive sustained product adoption, customer satisfaction, and overall customer health
- Revenue ownership: Experience moving a revenue metric (expansion, upgrades, conversion, renewals, NRR/GRR) with clear attribution to your work
- 0→1 motion building: Experience creating a new playbook/program from scratch, iterating based on results, and scaling what worked
- Partnering across teams: Experience collaborating with Marketing, Product/Growth, and/or CX Ops to operationalize a motion and keep it running
- Bonus: Experience serving creators, SMBs, or a self-serve audience where value must be demonstrated quickly and clearly to drive upgrades
- Analytical and scrappy: You don’t wait for perfect dashboards—you pull what you need, make a call, and iterate
- High-ownership operator: You take responsibility for results end-to-end (idea → build → launch → measure → iterate), and you’re transparent about what didn’t work
- Creator/customer empathy with backbone: You respect skepticism, lead with value, but you’re comfortable making an upgrade ask when it’s genuinely the right fit
- Systems thinker: You focus on building repeatable motions and leverage, rather than solving the same problem one customer at a time
- Low ego, collaborative: You share learnings, document playbooks, and elevate the whole org’s ability to drive expansion
What the job involves
- As Kit continues to scale, we’re evolving how we support and grow our creator base. We’re looking for a Customer Success Manager (Scaled Accounts) — what we and our clients call a Creator Growth Manager (Scaled Accounts) — to to drive Pro plan expansion across our pooled customer segment, which is roughly our top 1,000 largest accounts
- This role exists to answer one critical question: What drives a creator to upgrade — and how do we create more repeatable value-added upgrade opportunities at scale?”
- You’ll focus on identifying, testing, and refining expansion motions for pooled creators, then scaling what works across our broader customer base through close collaboration with Customer Experience, Marketing, and Product. This is not a traditional account management role — it’s a growth-focused, experimental role with clear revenue impact
- While expansion is the primary goal of this role, success depends on delivering a strong, scalable customer experience that directly drives retention, plan upgrades, and long-term revenue growth
- This role will also own proactive outreach and engagement for pooled creators — ensuring they feel supported, understand how to get value from Kit, and are positioned to grow into Pro through effective email strategy and product adoption
- Success in this role is measured by the ability to drive meaningful revenue impact at scale, including:
- Drive expansion revenue through Pro plan adoption and email list growth strategies
- Revenue retained through effective churn prevention and save motions
- Conversion of creators from monthly to annual plans
- Contribution to Net Revenue Retention (NRR) across pooled accounts
- You’ll report to Alyssa Dulin, Sr. Manager of Creator Growth and Deliverability, and work closely with:
- Other Creator Growth Managers focused on high-touch segments
- Customer Experience & Support leadership
- Marketing (Lifecycle, Campaigns, Education)
- Product & Growth partners
- You’ll be part of the broader Creator Growth team and have strong peer support while owning a highly visible, high-impact area of expansion strategy
- First Month: Deeply understand Kit’s creator segments, pricing, and expansion paths (Free → Creator → Pro). Analyze existing expansion data and past initiatives to identify early patterns. Learn how pooled accounts are currently supported and where gaps exist. Begin engaging directly with pooled creators through scaled touch points
- First Six Months: Design and test multiple scaled expansion plays (e.g. campaigns, in-product prompts, webinars, targeted outreach, education programs). Own expansion performance for the pooled segment, tracking conversion and revenue impact
- Partner with Marketing and CX to operationalize successful expansion motions. Clearly document learnings, playbooks, and best practices. Influence roadmap or messaging improvements based on creator feedback. Own proactive, scaled outreach for pooled creators to drive engagement, retention, and readiness for expansion
- Help creators improve email strategy, automation usage, and monetization workflows through lightweight guidance, education, and campaigns. Identify churn and disengagement signals, design scalable save motions, and partner with Customer Experience to address systemic retention risks at scale
- First Year: Establish a proven, repeatable expansion engine for pooled creators. Scale successful expansion strategies across the broader customer base. Become a subject-matter expert on what drives creator monetization growth inside Kit. Directly contribute to Net Revenue Retention and Pro plan growth goals. Elevate CGM as a strategic growth partner across the company
Application process
- Deadline to Apply: 27 February 2026 at 05:00 GMT
- We usually receive a large number of applications, and our goal is to follow up with you within two weeks. You’ll hear from us either way. Here’s what you can expect from the rest of our hiring process:
- A phone screen with our recruiter
- Hiring manager interview
- Take-home assignment
- A panel interview
- We’ll keep you informed through every step. We read every single application, and your cover letter and responses help put your experience into context
Our take
Kit, formerly ConvertiKit was founded in 2013 to help online creators and bloggers make money through email marketing. The company has amassed more than 550,000 creators that reach 590+ million fans.
Following a boost to email marketing engagement rates, Kit’s strong existing network put it in a good position to take advantage of it. Add to that the increasing shift towards eCommerce, and the company’s offering is increasingly looking like a smart solution for content creators looking to monetize.
Kit’s acquisition of musician marketing platform FanBridge sees the platform scooping up musicians looking to explore alternative revenue streams online following the pandemic throttling of tours and live gigs. With plans to add Spotify and BandsInTown integrations, as well as ‘tip jars’, this is an interesting direction to see the email marketing company expand into.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Strong hiring activity
19% employee growth in 12 months
Company
Company benefits
- Vacation time: 4 weeks of paid vacation plus 10 paid holidays a year
- Health: Excellent health, vision, and dental benefits. 2 weeks of paid sick leave per year, including mental health days
- Profit sharing bonus: We celebrate our hard work and success with twice yearly profit sharing distributions
- Parental leave: 12 weeks paid leave for all caregivers, plus flexible scheduling in your child's first year
- Supportive leave: We're here to support you when life takes a turn. You'll have up to 6 weeks (each) of paid bereavement leave, medical leave and natural disaster leave
- 401K: 401k match of up to 5% of your salary to help you save for the future
- Vacation bonus: We'll help pay for your trip with a $1,000 yearly "paid paid vacation" bonus
- Learning budget: Use your annual Learning & Development budget to buy books and courses to keep your skills sharp
- Yearly conference: We'll pay for your registration and travel expenses to the conference of your choice each year
- Team retreats: The team gathers twice a year in-person for fantastic team retreats where we strategize, connect and bond
- Equipment: $4,000 equipment allowance upon joining the team and then $3,000 every two years after that 🇺🇸
Company values
- Teach everything you know – We teach everything we know for the benefit of creators and the broader tech industry. We encourage our community to do the same
- Create every day – Our best days are the ones when we create. Every person on the team is a creator and can roll up their sleeves to help build a better product and company. We believe consistent progress every day leads to incredible results
- Work in public – We share everything from our soaring successes to our epic failures because it helps us learn together. Besides, if we aren’t willing to sign our names to our work and put it into the world, we’ll never truly reach our potential
- Default to generosity – We make an impact by generously serving others. We’re a team of people who care deeply about one another, the creator community, and the wider world around us
- Creator success is our success – Every project we choose, every feature we build, every story we tell — they should all tie back to helping creators succeed. When creators grow their audiences, earn a living, and support their families, we all win
- Do it with excellence – When we choose to do something, we set the bar high. We iterate our way to excellence. When we can’t, we say no. When we say yes, we go all in to reach our potential. We have fun while doing the best work of our lives
Company HQ
Downtown, Boise, ID
Leadership
Nathan Barry
(Founder & CEO)Studied Marketing and Graphic Design at Boise State University and worked as a freelance software designer. Worked as Senior UX Designer at Unity Media Group. Also founded iOS and web applications design company Legend.
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