Customer Success Account Manager

About Ceartas

Ceartas is a digital brand protection company built by Midnight Labs, backed by The Sidemen and Sony Innovation Fund. We protect creators, brands, and public figures from the threats that damage both their revenue and reputation, covering copyright infringement, impersonation, deepfakes, leaked personal information, trademark misuse, counterfeit merchandise, and live streaming piracy across social media, Google, marketplaces, and the open web. Whether it's stolen content being sold behind someone else's paywall, a fake account impersonating a creator, or unauthorised merchandise carrying someone's image or trademark, we find it and we remove it.

The Role

A relationship-first role. You'll be one of the main points of contact for our agencies and high-profile customers, keeping in regular contact so they always know what we're doing for them and how well it's working. You'll run monthly check-ins, gather feedback, spot where we can do more for them, and make sure nothing slips between our brand protection account managers and customer support team. You'll work closely with our Head of Customer Success to shape how we look after our most important customers, with direct access to leadership and a real say in how things are done.

Who You'll Look After

You'll work with some of the biggest names online. From creator and talent agencies to celebrities, athletes, and global brands, our customers have built something worth protecting. Your job is to make sure their content, reputation, and revenue stay safe, and that they feel looked after every step of the way.

What You'll Own

Relationships & communication

• Owning a book of agencies and high-profile customers as their main point of contact
• Running monthly check-ins, feedback sessions, and quarterly reviews to show results and capture what customers need next

Onboarding & adoption

• Leading onboarding for new accounts so they're set up and protected from day one
• Making sure customers understand and use the full range of services available to them

Retention, growth & customer experience

• Owning retention and renewals across your book, keeping every customer renewing year after year
• Creating proactive customer experiences: reaching out before customers have to ask, sharing wins, and flagging new threats early
• Spotting upsell opportunities, from extra creators and talent to new services like deepfake removal or fake merchandise takedowns
• Hitting retention and upsell targets

Account health & audits

• Using regular check-ins to spot at-risk customers early, picking up on changes in tone, engagement, or satisfaction
• Contributing to customer health scores and putting recovery plans in place for at-risk accounts
• Running regular audits to check coverage, takedown performance, and that each customer is on the right plan

Internal collaboration

• Liaising with brand protection account managers and the customer support team so issues are resolved quickly and nothing falls through the cracks
• Feeding customer feedback back to the Head of Customer Success, product, and marketing
• Keeping CRM records and account history accurate and up to date

What Success Looks Like

• First 30 days: Get to know your accounts and run your first round of check-ins. Get fully trained on our services and plans.
• First 90 days: Run regular check-ins with every key customer and spot at-risk accounts early.
• First 6 months: Look after a happy, healthy book of customers who keep renewing.

What You Bring

• 1 year minimum experience in customer success, account management, or a client-facing role, ideally B2B or SaaS
• Confident building relationships and running calls with senior contacts, agency owners, and talent managers
• Comfortable spotting and raising upsell opportunities in a natural, helpful way
• Comfortable using CRM systems (e.g. HubSpot) and keeping accurate account records
• Strong written and verbal communication skills
• Able to read account data, run audits, and turn findings into clear next steps
• Highly organised, with strong attention to detail and the ability to juggle multiple accounts

Bonus Points

• Background in SaaS, creator economy, influencer marketing, talent management, or digital media
• Experience managing customer health scores, churn, or retention metrics
• Familiarity with online piracy, brand protection, digital rights, or content security
• Experience working with agencies or high-profile clients
• Naturally curious, calm under pressure, and commercially minded

What We Offer

• Pay: $600 to $800 USD per month, depending on experience
• Performance bonus tied to retention and overall customer experience
• Fully remote, working from home
• Equipment provided: everything you need to do the role
• 15 days PTO plus 10 public holidays and your birthday off
• Health insurance once you've completed your probation period

Why This Matters

The creator economy is worth over $250B and growing, and almost none of it is protected. Our agencies and high-profile customers trust us with their content, identity, and likeness. You're the person who keeps that trust strong, makes sure they see the value every month, and helps them get even more protection as they grow.