Director, Top Creator Management

About the Role

Key Responsibilities

• Build and lead a world-class team by recruiting, developing, and retaining top talent across Strategic, Growth, and Hybrid Dedicated Partner Manager roles, creating clear career paths and fostering a high-performance culture.
• Define and execute the long-term strategy for top creator success, aligned with company OKRs and creator economy trends, at both the team and individual account management levels.
• Establish scalable processes, frameworks, and systems to efficiently manage 500-750 high-value creator relationships.
• Provide ongoing mentorship to Dedicated Partner Managers, helping them navigate complex creator relationships and grow their strategic consulting skills.
• Work cross-functionally with Product, Marketing, Engineering, and Data Science to ensure creator needs inform company priorities.
• Drive revenue retention, expansion, and advocacy metrics within the top creator portfolio, impacting Patreon’s largest revenue segment.
• Develop sophisticated segmentation and coverage models to optimize resource allocation and maximize creator outcomes.
• Oversee high-stakes creator relationships, including contract negotiations, retention deals, and strategic partnerships.
• Design and implement frameworks for onboarding, growth acceleration, and long-term retention of top creators.
• Stay ahead of creator economy trends, competitive threats, and emerging creator needs to inform product and business strategy.
• Serve as the primary voice of top creators in product development, synthesizing feedback to inform company strategy.
• Partner with Creator Marketing to develop case studies, advocacy programs, and co-marketing opportunities.
• Regularly brief leadership on top creator portfolio performance, risks, and opportunities.
• Collaborate with data science teams to enhance creator segmentation and behavioral analysis.
• Establish KPIs, reporting cadences, and accountability frameworks for team performance.
• Continuously refine creator success methodologies, tools, and workflows to improve efficiency and outcomes.
• Lead response to creator escalations, competitive threats, and retention challenges.
• Partner with internal teams to implement and optimize creator success platforms and analytics.

Requirements

• 8+ years in customer success, account management, or partnerships leadership roles in tech, managing teams of 15+ people.
• 5+ years leading revenue-responsible teams in B2B2C or B2B SaaS environments with a proven track record of retention and growth.
• 3+ years in senior roles within the creator economy, digital media, or entertainment industry, with deep understanding of creator business models.
• Proven ability to develop and execute complex business strategies that drive customer and company outcomes.
• Experience managing portfolios with $50M+ in ARR or equivalent, with success in retention and expansion.
• Exceptional relationship-building skills with high-profile personalities, agents, and multi-stakeholder creator teams.
• Strong data-driven decision-making skills and ability to translate complex metrics into strategies.
• Experience leading organizational transformation and scaling high-touch customer success functions.
• Deep understanding of creator monetization strategies, audience development, and platform dynamics.
• Experience working with talent agencies, MCNs, or creator management companies.
• Familiarity with subscription, membership, and community monetization models.
• Understanding of the competitive landscape including Substack, YouTube, Twitch, and emerging creator platforms.
• Executive presence and confidence in representing Patreon to high-profile creators and internal stakeholders.
• Strategic thinking, adaptability, and a passion for helping creators succeed.
• Excellent communication, project management, and operational skills.
• Advanced experience with Salesforce, customer success platforms, and analytics tools.

Nice to Have

• Experience with organizational transformation and scaling customer success teams.
• Experience working with data science teams on creator segmentation and behavioral analysis.

Qualifications

• Educational background is not explicitly specified in the description.

Benefits & Perks

• Competitive salary and equity plans.
• Healthcare coverage.
• Flexible time off and company holidays.
• Recharge days and commuter benefits.
• Lifestyle stipends and learning & development stipends.
• Parental leave and 401k plan with matching.