Job Description

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.