Head of Customer SuccessAbout Creator Loop

Creator Loop is a TikTok Shop agency and educational company helping everyday people turn short-form video into real income. Through our program, members learn how to create content that sells products on TikTok Shop and earn affiliate commissions — supported by our mobile app, agency portal, course library, and a dedicated account management team.

We're on a mission to make creator-driven commerce accessible to anyone willing to put in the work, regardless of background or experience.

About the Role

We're looking for a Head of Customer Success to own the end-to-end client experience at Creator Loop. This is a hands-on leadership role: you'll personally host onboarding calls with new members, manage and coach our account manager team, and step in wherever needed to keep our clients happy, active, and successful.

You'll be the connective tissue between our members, our account managers, and the wider company — ensuring every new client gets a smooth start and every existing client continues to feel supported.

This is a fully remote role. We're open to candidates based outside the US, with a preference for English-fluent candidates in compatible time zones.

Responsibilities1. Client Onboarding

• Host daily client-facing kickoff calls with new members
• Walk clients through downloading and setting up the Creator Loop mobile app
• Guide them through linking to our TikTok agency portal
• Help them request initial product samples
• Get them set up with access to our course library
• Ensure every new client leaves their kickoff call clear on next steps and excited to start

2. Account Manager Leadership

• Manage and coach the account manager team supporting clients during their 30-day Slack support window
• Set quality standards, response time expectations, and escalation paths
• Step in directly when an account manager is unavailable, overloaded, or when a client needs senior support
• Run regular team check-ins, share best practices, and improve internal playbooks
• Hire and onboard new account managers as the team grows

3. Customer Experience Ownership

• Own the overall health of the client journey, from kickoff through ongoing engagement
• Monitor client sentiment, engagement, and program progress
• Identify friction points in onboarding, the app, the portal, or the course experience and work cross-functionally to fix them
• Build feedback loops between clients, account managers, and the product/education teams
• Develop strategies to keep existing clients active, supported, and successful past their initial 30 days

4. Performance & Reporting

• Track key customer success KPIs: onboarding completion, time-to-first-video, client activation, satisfaction, and retention
• Report regularly to leadership on team performance and customer health
• Use data and direct client feedback to continuously improve the onboarding experience and support model

5. Cross-Functional Collaboration

• Partner closely with the founder and operations team on program improvements
• Work with the education team to ensure course content matches where clients actually get stuck
• Flag product feedback to the team building our mobile app and agency portal
• Represent the voice of the customer across the company

Requirements

• 4+ years of experience in customer success, account management, or client services — ideally with a portion in a leadership or team management capacity
• Excellent spoken and written English; comfortable hosting live calls with clients daily
• Strong people management skills with experience coaching a small team
• Highly organized and able to juggle live calls, team management, and async client communication
• Comfortable working independently in a fast-moving, remote-first environment
• Tech-savvy and able to quickly learn new tools (Slack, mobile apps, internal portals, etc.)
• Genuine interest in the creator economy, short-form video, or e-commerce

Bonus Qualifications

• Experience working with TikTok Shop, affiliate marketing, or creator-focused platforms
• Background in education, coaching, or community-driven programs
• Experience in a high-volume onboarding environment (cohort-based courses, agencies, SaaS)
• Familiarity with tools like Slack, Notion, or similar