Job Description

TikTal is a dynamic influencer marketing agency specializing in helping brands grow through innovative and strategic influencer partnerships. As we expand, were 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 TikTals 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.

About You (Profile Requirements):

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 agencys growth. This role is perfect for a strategic leader who thrives on building lasting partnerships and pushing the boundaries of influencer marketing.