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Head of Customer Success
Full-time
Lickd is the world's first mainstream music licensing platform for content creators, giving YouTube creators legal access to chart music. As Head of Customer Success, you will own the post-signup experience on the Creator Platform, turning activation into retention, retention into advocacy, and customer insight into product intelligence. This is a senior individual contributor role with a clear path to building a team, working closely with the CPO, Product, and Commercial teams and already using AI to work smarter.
Responsibilities
Manage the outsourced customer service team for claims management and customer queries, and resolve high-profile, complex claims tickets.
Own the end-to-end customer success function from onboarding through to retention, renewal, and expansion.
Design and implement a customer success strategy with measurable KPIs: activation rate, retention, NPS, churn reduction, and expansion revenue.
Build and maintain a best-in-class CRM operation in HubSpot: lifecycle management, health scoring, automated touchpoints, and dashboards.
Establish a structured customer feedback loop from UX research through to synthesis and handoff to the product team.
Partner directly with the CPO to translate creator insight into prioritised product input.
Identify at-risk accounts early using data signals and intervene proactively to reduce churn.
Own and improve the Help Centre and build a library of success playbooks that scale.
Use AI tooling to accelerate CS operations: research synthesis, CRM enrichment, communication drafting, churn detection, and feedback tagging.
Required experience
4+ years in a customer success or customer experience role, with at least 2 years at a senior or lead level.
A demonstrable track record of implementing a customer success strategy, with before/after metrics.
Deep, hands-on HubSpot experience: lifecycle management, workflows, sequences, health scoring, and reporting.
Experience building and running a customer feedback programme, including UX research and survey design.
Strong analytical skills: retention cohorts, churn analysis, NPS trends, and activation funnels.
Experience managing or quality-assuring third-party support providers.
Habitual use of AI tools to improve CS operations.
Desired experience
Experience in the creator economy, music, or media tech.
Familiarity with YouTube's Content Management System (CMS).
Experience growing or managing a small CS team.
Exposure to a subscription or usage-based B2C product.
