Customer success manager Jobs in Glendale, CA

About SuperOrdinary At SuperOrdinary, we're the driving force behind the global success of today's most exciting consumer brands.

More than an agency, we'rethe go-to growth partner for brands looking to win in social commerce, connecting industry leaders like Disney, H&M, Laneige, Touchland, Glow Recipe, and Peter Thomas Roth with creators and consumers around the world.

Our team of e-commerce, creator, and social commerce experts helps brands build influence, accelerate sales, and create meaningful consumer connections across the world's fastest-growing marketplaces. We're at the forefront of the social commerce revolution, pioneering growth on TikTok Shop and other emerging platforms where content, community, and commerce come together.

The playbook is constantly evolving—and so are we.

We thrive in an environment where experimentation, speed, and continuous learning are essential to staying ahead. We're looking for people who are naturally curious, solutions-oriented, and energized by solving complex challenges.

The best teammates here have a hustle mentality, embrace change, and are always looking for better ways to build, test, and scale.

We set a high bar for ourselves and for our partners, earning our reputation as the trusted experts brands rely on to navigate an ever-changing landscape and deliver exceptional results. The Role We're hiring a Creator Success Manager to own both the strategy and execution of UGC video and paid creator collaborations on TikTok Shop.

You'll act as the trusted advisor to brands—designing their overall paid/UGC collaboration strategy and coaching them on how to build a stronger creator community—while running the engine that delivers it:

• turning briefs into signed contracts, managing a high-throughput UGC content pipeline (sourcing → brief → production → QA → delivery), securing ad-usage rights (Spark/allowlisting), and hitting ambitious contract value (CV) targets.
• You'll also help grow SuperOrdinary's own creator community.

This is a hybrid strategist-operator role:

• you set the collaboration playbook with brands, manage a roster of creators, and partner daily with Brand Partnerships, Paid Media, Ops, and Data.

What You'll Own (Key Outcomes) Contract Value (North Star):

• Hit monthly/quarterly CV booked, executed, and collected targets for your book of paid collaborations.
• Minimize slippage from signed → executed → paid.

UGC Video Throughput & Quality:

• Reliable volume of on-brief, on-time UGC videos that meet brand-safety and performance standards.

Creator Throughout:

• Brief fill rate Time-to-activate On-time delivery % Rebooking % within 60 days Ad-Usage Execution: Clean Spark Code / allowlisting / whitelisting setup and rights coverage so Paid Media can amplify without gaps.

Compliance & Satisfaction:

• Zero material FTC disclosure issues. ≥90% brand CSAT on deliverables.

Content Performance:

• CPCV/CPA CTR Conversion Attributable GMV on collaboration content Brand Advisory: Brands adopt your recommended paid/UGC collaboration strategy and creator-community approach.
• Measured by strategy adoption, renewals, and CSAT.

SuperOrdinary Creator Community:

• Growth, engagement, and retention of SuperOrdinary's creator community as a durable sourcing and activation moat.
• Responsibilities Brand Advisory & Strategy Design Serve as the brand's strategic advisor on paid and UGC collaboration.

Diagnose where brands are today and design an overall collaboration strategy, including:

• Creator mix Formats Cadence Budget allocation Usage strategy Tie recommendations directly to GMV goals.

Coach brands on building their own creator communities through:

• Affiliate activation Creator relationships Incentive and seeding programs Retention strategies Translate performance data into actionable recommendations regarding: Assortment Promotions Bundles Timing Creator tiering Drive strategy adoption and renewals.

Paid Collaboration Execution (Deal Desk) Own the workflow from:

• Brand brief Scoped quote Signed SOW Content delivery Sales attribution on TikTok Shop Price and quote within the established rate card.

Negotiate:

• Deliverables Usage Exclusivity Allowlisting Close deals while protecting margins.
• Maintain 4–8 weeks of weighted CV pipeline coverage.
• Forecast bookings accurately (±10%).
• Track signed, executed, and collected CV.
• Partner with Finance on invoicing and collections.

UGC Video Pipeline Build and manage a scalable UGC sourcing engine using:

• Inbound Outbound Referrals Maintain a creator roster segmented by: Niche Format strength Rates Conversion metrics Translate brand briefs into creator briefs.

Manage:

• Production Revisions QA Enforce standards across: UGC Reviews GRWM Tutorials Stitch/Duet Micro-drama Resolve reshoots and make-goods with clear policies.

Ad-Usage Rights & Amplification Secure and document:

• Organic usage rights Paid usage rights Spark/allowlisting Whitelisting Ensure rights windows and contract terms are accurate.
• Operationalize Spark Code and allowlisting handoffs to Paid Media.
• Troubleshoot rights and access issues.

SuperOrdinary Creator Community Build and grow SuperOrdinary's creator community through platforms such as:

• Discord Lark WhatsApp Recruit, onboard, and retain creators.

Run community programming including:

• Education Office hours Performance feedback Recognition Rewards Convert community engagement into: Faster activation Higher creator rebooking Content Insights & Enablement Run weekly creative tests covering: Hooks Formats Video length CTAs Track: CPCV CPA GMV Share learnings with creators and brand teams.

Maintain:

• Brief templates Best-practice libraries Creator feedback loops Qualifications 3–5 years in creator/influencer programs, UGC production, social commerce, or talent/partner success.
• Proven track record closing paid creator deals and running UGC delivery at scale.

Strong knowledge of:

• TikTok Shop Affiliate mechanics Spark Ads Allowlisting Whitelisting Short-form content Hands-on experience with: Creator negotiations SOWs Usage rights Rate cards Experience advising brands on strategy and building creator or affiliate communities (Discord or similar).

Strong analytical skills:

• Excel/Google Sheets required Looker or Mode preferred SQL is a bonus Knowledge of FTC disclosure requirements and brand safety/IP standards.

Excellent:

• Negotiation Relationship management Written communication Verbal communication What We Offer: Career Growth: Join a rapidly growing business with significant opportunities for career advancement and professional development. Competitive Compensation: Earn a competitive $90,000–$110,000 base salary (depending on experience and skill set), plus eligibility for a performance-based annual bonus. Time Off & Flexibility: Take advantage of Flexible PTO, paid holidays, and paid sick leave to support a healthy work-life balance. Retirement Benefits: Plan for the future with a 401(k) retirement savings program. Comprehensive Healthcare: Access competitive medical, dental, and vision insurance for you and your family. Hybrid Work Schedule: Enjoy a collaborative 4-day in-office schedule (West Hollywood, CA) with 1 remote workday each week. Team Perks: Stay fueled with weekly catered team lunches plus a meal stipend provided twice per week. Powered by JazzHR