Director, Top Creator Management

Summary

Join Patreon's Top Creator Management team as Director and lead a team managing 500-750 high-earning creators. Drive strategic vision and operational excellence, ensuring creator growth and advocacy. Manage a diverse team of Dedicated Partner Managers, overseeing revenue retention and expansion. Collaborate cross-functionally with Product, Marketing, Engineering, and Data Science. Own revenue outcomes and develop sophisticated segmentation models. Influence product development and company strategy based on creator needs. Establish clear KPIs and accountability frameworks for team performance. This role is based in New York or San Francisco (hybrid) or remote in Los Angeles.

Requirements

• 8+ years in customer success, account management, or partnerships leadership roles in tech, with direct experience managing teams of 15+ people
• 5+ years leading revenue-responsible teams in B2B2C or B2B SaaS environments, with proven track record of achieving retention and growth targets
• 3+ years in senior roles within the creator economy, digital media, or entertainment industry, with deep understanding of creator business models
• Strategic business acumen: Proven ability to develop and execute complex business strategies that drive both customer and company outcomes
• Revenue management: Track record of managing $50M+ in ARR or equivalent value portfolios, with demonstrated success in retention and expansion
• Relationship building: Exceptional ability to build trust and influence with high-profile personalities, agents, and multi-stakeholder creator teams
• Analytical leadership: Strong data-driven decision making skills with ability to translate complex metrics into actionable strategies
• Change management: Experience leading organizational transformation and scaling high-touch customer success functions
• Creator ecosystem expertise: Deep understanding of creator monetization strategies, audience development, and platform dynamics
• Partnership experience: History working with talent agencies, MCNs, or creator management companies
• Platform knowledge: Familiarity with subscription, membership, and community monetization models
• Market awareness: Understanding of competitive landscape including Substack, YouTube, Twitch, and emerging creator platforms
• Executive presence: Confident representing Patreon with high-profile creators, agents, and internal executives
• Strategic thinking: Ability to see both big picture opportunities and tactical execution details
• Adaptability: Comfortable operating in fast-paced, evolving environment with changing priorities
• Creator empathy: Genuine passion for helping creators succeed and understanding of their unique challenges
• Collaborative leadership: Skilled at influencing without authority and building consensus across diverse stakeholders
• Operational rigor: Strong focus on execution, accountability, and measurable outcomes
• Platform expertise: Advanced experience with Salesforce, customer success platforms, and analytics tools
• Communication skills: Exceptional written and verbal communication, including presentation and storytelling abilities
• Project management: Experience with complex, multi-stakeholder initiative management and execution

Responsibilities

• Build and lead a world-class team: Recruit, develop, and retain top talent across Strategic, Growth, and Hybrid DPM roles, creating clear career progression paths and fostering a high-performance culture
• Set strategic vision: Define and execute the long-term strategy for top creator success, at both the team and individual account management level, aligned with company OKRs and creator economy trends
• Drive operational excellence: Establish scalable processes, frameworks, and systems to efficiently manage 500-750 high-value creator relationships
• Coach and develop: Provide ongoing mentorship to DPMs, helping them navigate complex creator relationships and grow their strategic consulting skills
• Foster collaboration: Work cross-functionally with Product, Marketing, Engineering, and Data Science to ensure creator needs inform company priorities
• Own revenue outcomes: Drive retention, expansion, and advocacy metrics across the top creator portfolio, directly impacting Patreon's largest revenue segment
• Portfolio strategy: Develop sophisticated segmentation and coverage models to optimize resource allocation and maximize creator outcomes
• Relationship orchestration: Oversee high-stakes creator relationships, including contract negotiations, retention deals, and strategic partnerships
• Creator lifecycle management: Design and implement frameworks for onboarding, growth acceleration, and long-term retention of top creators
• Market intelligence: Stay ahead of creator economy trends, competitive threats, and emerging creator needs to inform product and business strategy
• Product influence: Serve as the primary voice of top creators in product development, ensuring roadmap alignment with high-value creator needs. Synthesize creator feedback and market intelligence to inform company strategy and competitive positioning
• Marketing collaboration: Partner with Creator Marketing to develop case studies, advocacy programs, and co-marketing opportunities
• Executive communication: Regularly brief leadership on top creator portfolio performance, risks, and opportunities
• Creator Intelligence: Work with data science to increase the sophistication with how we segment our creators and the specific behavioral levers we want to influence
• Performance management: Establish clear KPIs, reporting cadences, and accountability frameworks for team performance
• Process optimization: Continuously refine creator success methodologies, tools, and workflows to drive efficiency and outcomes
• Crisis management: Lead response to creator escalations, competitive threats, and retention challenges
• Technology and tools: Partner with internal teams to implement and optimize creator success platforms and analytics

Benefits

• Healthcare
• Flexible time off
• Company holidays and recharge days
• Commuter benefits
• Lifestyle stipends
• Learning and development stipends
• Patronage
• Parental leave
• 401k plan with matching