Sr. Director of Client Success, Creator Operations & Acquisition

About Us At #paid, we’re on a mission to empower creators to do what they love—create. Our marketplace connects vetted creators with some of the world’s most iconic brands, like McDonald’s, Samsung, and Disney, fostering authentic collaborations that drive real business results. We’ve built a marketplace that solves big challenges in the creator ecosystem, from fair pricing to algorithmic matching and content usage rights, ensuring every partnership is seamless and impactful. With our proprietary technology and an unwavering commitment to trust and transparency, we’re revolutionizing the way brands and creators come together to make magic. Rated #1 for customer support and managed services, #paid is leading the creator marketing space. Through innovative technology and a team of ambitious humans, we're transforming the future of the creator economy. The Role We are seeking a strategic, growth-oriented leader to serve as our Sr. Director of CS & Creator Operations & Acqusition. You will lead three interconnected functions: Client Success, Creator Operations, and Creator Acquisition, managing 5 direct reports. You will own the full lifecycle of client partnerships and creator network strategy, balancing delivery excellence, operational efficiency, and supply-side growth to fuel the company's next phase of scale. This role sits at the intersection of revenue (client satisfaction and expansion), operations (creator sourcing and fulfillment), and supply growth (building the creator ecosystem). You'll need deep expertise in client success, platform fluency across Meta, TikTok, Snap, Pinterest, YouTube, and adjacent channels, a track record of scaling teams in fast-paced environments, and the operational acumen to run a complex, margin-aware business. Key Responsibilities Team Leadership & Organizational Excellence - Lead, coach, and scale a team of 5 managers and directors across Client Success, Creator Operations, and Creator Acquisition; setting shared performance and margin standards while developing each function against its distinct craft - Own hiring, onboarding, and development of high-performing talent across all three functions - Establish and enforce accountability frameworks tied to retention, expansion, delivery speed, margin, and team engagement (eNPS) - Hold regular 1:1s with direct reports to support their professional development, especially in executive communication, operational strategy, and risk identification - Conduct quarterly performance reviews and co-create development plans with managers - Lead weekly cross-functional team syncs, transforming insights into scalable improvements and initiatives Client Success & Growth - Develop strategy and lead execution across our client portfolio, tailoring approaches by vertical and segment - Help brands achieve meaningful outcomes through #paid by consistently delivering on their objectives, building long-term partnerships, and enabling them to win with creators - Drive retention and expansion by identifying client needs, delivering measurable value, and turning success into long-term growth - Deliver on key team metrics including retention, expansion, Net Promoter Score and revenue targets - Act as an executive sponsor for key accounts to ensure strategic alignment and satisfaction - Run monthly cross-functional account reviews with Sales, Strategy, and Creator Operations to align on growth opportunities and mitigate risks - Implement systems and frameworks that improve client satisfaction, campaign performance, and operational efficiency Creator Operations Strategy & Execution - Own the strategy and performance of Creator Operations - the engine that sources, negotiates with, and onboards creators from #paid's network into brand rosters delivering speed, quality, and cost efficiency at scale - Drive measurable improvement across core delivery KPIs: roster turnaround time (TAT), 1st-round roster approval rate, on-time roster delivery, and r