Customer Success Manager

Why this role exists The Creator Economy has a monetization and payment problem. We're solving it. Over 1.2 million Creators across 50+ countries get paid through ChannelMeter. We've processed $1.8B+ in payments for Creator Networks, agencies, IP distributors, and global brands-making sure the people building the internet actually get paid accurately, on time, and without the chaos that usually comes with cross-border financial operations at this scale. The market is heading toward $500B by 2027, and the infrastructure to support that growth doesn't exist yet. We're building it-and we need someone to make sure every customer who depends on us actually feels that. We're splitting our Customer team in two: a Customer Success Manager who owns the relationship and account outcomes, and a Customer Operations Manager - this role - who owns the systems, workflows, and reporting that make those outcomes possible at scale. You'll be the person who notices a process is held together with duct tape, and instead of just flagging it, builds the fix - often with AI-assisted tools, not by waiting on an engineering ticket. What you'll own Process & workflow design Map how work actually moves today (onboarding, invoicing exceptions, escalations, renewals) and redesign the steps that don't scale Build and document SOPs and playbooks the rest of the team can run without you in the room Spot the recurring exceptions or hand-offs that are quietly eating hours, and fix the root cause, not just the symptom Tooling & automation Use AI-assisted tools (Claude, Cowork, and similar) to build internal tools, scripts, and automations that remove manual steps from customer-facing workflows Partner with Engineering and Product when a fix genuinely needs to be built into the platform, and know the difference between "I can ship this myself today" and "this needs an engineer" Keep our operational tech stack (CRM, support tooling, internal dashboards) configured well enough that data flowing through it is trustworthy Reporting & operational visibility Build and maintain the dashboards and reports that show account health, payment status, and process performance without a manual pull every time Turn messy, multi-source data (CMS platforms, payment rails, internal sheets) into a single source of truth the team can act on Flag data contradictions or missing metrics before they turn into a customer-facing problem Cross-functional support Act as the operational bridge between Customer Success, Finance, and Product/Engineering - translating what customers need into what needs to change internally Support Customer Success with the operational backbone behind onboarding, escalations, and account transitions Own vendor and systems coordination where it touches the customer lifecycle Who you are 2-4 years in operations, business ops, or a hybrid ops/technical role - ideally at a startup or scaling company Comfortable using AI coding/assistant tools (Claude, ChatGPT, Cowork, or similar) to build real things - you can point to a workflow, script, or tool you've shipped with them, not just used them to draft an email Strong with data: comfortable in spreadsheets, SQL, or BI tools, and able to spot when a number doesn't add up A systems thinker who documents as they go, not someone who solves the same problem from scratch every time Clear communicator who can translate between technical and non-technical teams without losing precision Nice to have Experience in fintech, payments, or a platform serving creators, MCNs, or online video Familiarity with creator/content analytics, monetization systems (YouTube or otherwise), or CMS tools Experience building lightweight internal tools or automations (Zapier, scripts, low-code platforms, or AI-assisted coding) Exposure to Customer Success or account-management workflows, even if you've never held the title The fine print Location: San Francisco Bay Area or Los Angeles - this is an in-office role Comp: $55K-$85K base + Commission (~$85K-$125K OTE), plus standard benefits Reports into: TBD What success looks like 60 days: You've mapped the top 3-5 operational workflows behind the customer lifecycle, documented them, and shipped at least one automation or tool that removes a manual step 6 months: Account health, payment status, and process performance are visible in dashboards you built and maintain - and the team is running on SOPs you wrote, not on you personally Compensation $55K-$85K base + Commission (~$85K-$125K OTE). Final offer depends on experience. Apply If you've ever looked at a broken process and thought "I could just build the fix" instead of filing a ticket and waiting - we want to hear from you. Email us at: jobs@channelmeter.com