The Adult Content Account Manager will oversee client accounts within the media and agency industry, ensuring smooth operations and optimal performance. This role requires a proactive approach to managing relationships and delivering tailored solutions.
Client Details
Our client is a mid-sized organisation operating within the media and agency industry, offering specialised services to a global clientele. They are committed to delivering innovative solutions and maintaining high standards of client satisfaction.
Description
Creator Relationship Management
* Own and manage relationships with a portfolio of creators, serving as their primary point of
* contact.
* Build trusted, long-term partnerships through proactive communication
* Lead creator onboarding/offboarding, ensuring a smooth transition into/out of the agency services.
* Conduct regular calls and check-ins with creators to understand goals, challenges, and
* opportunities for growth.
* Act as the voice of creators internally, advocating for their needs across operations, sales,
* marketing, and leadership teams.
* Manage and own the creator WhatsApp groups, using the four D's matrix to do, delete, delegate or
* delay
Retention & Churn Management
* Own creator retention targets and proactively identify churn risks before they escalate.
* Develop and execute retention strategies to improve creator lifetime value and engagement.
* Monitor creator health metrics, engagement signals, satisfaction scores, and revenue trends to
* identify at-risk the creator leaving.
* Work with the team to implement structured recovery plans for dissatisfied or disengaged creators.
* Analyse churn drivers and present recommendations to leadership on reducing attrition.
Revenue Growth & Upselling
* Drive revenue growth across the creator portfolio through upselling and cross-selling agency
* services.
* Identify opportunities to expand creator adoption of additional products, services, and
* monetisation channels.
* Partner with paywall and marketing teams to maximise creator lifetime value.
Creator Success Operations
* Ensure the creators are sent weekly to do lists based on the delivery teams requirements for
* content.
* Follow up with the creators to ensure content creation scores are improving.
* Establish and maintain scalable creator success processes, playbooks, and communication
* frameworks.
* Develop creator grouping strategies to ensure appropriate service levels across different creator
* tiers.
* Create and optimise workflows for onboarding, retention, escalation management, and creator
* engagement.
* Ensure CRM and creator records are consistently maintained and up to date.
* Ensure that the delivery teams are completing their asana tasks based on the creators requests
* within a timely manor.
Performance & Analytics
* Track and report on key creator success metrics including:
* Churn rate
* Creator retention rate
* Net Revenue Retention (NRR)
* Expansion revenue
* Creator Lifetime Value (LTV)
* CSAT
* NPS
* Creator engagement scores
* Creator content production
* Produce regular performance reports and insights for leadership.
* Use data to identify trends, opportunities, and operational improvements.
Escalation & Issue Resolution
* Manage complex creator issues and escalations with professionalism and urgency.
* Resolve disputes, concerns, and service-related challenges while protecting long-term creator
* relationships.
* Coordinate resources to ensure timely issue resolution.
* Maintain high standards of creator communication during periods of change or challenge.
Profile
The Successful Applicant
Required Skills & Experience
* 2+ years' experience in Customer Success, Account Management, Creator Management, Talent
* Management or a similar client-facing role.
* Proven experience managing a large portfolio of clients or creators while maintaining strong
* relationships and high levels of satisfaction.
* Demonstrable experience improving client retention, reducing churn and driving account growth.
* Strong commercial mindset with experience identifying upsell and cross-sell opportunities.
* Excellent communication and relationship-building skills, with confidence leading calls and
* managing challenging conversations.
* Experience tracking and reporting on performance metrics such as retention, churn, CSAT, NPS,
* engagement and revenue.
* Highly organised with the ability to prioritise workloads and manage multiple stakeholders
* simultaneously.
* Experience using CRM systems and project management tools such as Asana, (url removed) or
* similar platforms.
* Strong problem-solving skills with the ability to proactively identify issues and implement solutions.
* Comfortable working in a fast-paced, high-growth environment with a high level of autonomy and ownership.
Job Offer
Comprehensive benefits package tailored to support employees' well-being.
Opportunities for professional growth within the media and agency industry.
An inclusive and supportive company culture that values individual contributions.If you are ready to take on the challenge of becoming an Adult Content Account Manager, apply today to join a forward-thinking team in an exciting industry