Support CSM - Maternity Cover

Role Overview

As a Support CSM, you will own the day-to-day success of a defined portfolio of Easol creators, combining the responsiveness and technical expertise of Support with the proactive ownership of Customer Success.

You will support creators throughout their lifecycle, from implementation and launch through ongoing platform usage, issue resolution and retention, helping them get maximum value from Easol while identifying risks before they become reasons to leave.

This role is designed to provide scalable Customer Success coverage to Easol's long-tail creators. You will become a trusted point of contact for your portfolio while working closely with Customer Success, Event Operations, Product, Engineering and Finance to resolve problems and deliver a strong creator experience.

Success means creators are successfully launched, well supported, actively using Easol and retained, while receiving fast and effective support when they need it.

Please note: This is a fixed-term maternity cover position, running from January 2027 to March 2028, with the potential for extension.

Responsibilities & Duties

Own a defined portfolio of Easol creators, acting as their primary point of contact and taking accountability for their ongoing experience, success and retention.

Own implementations for creators below $15k, guiding them through setup, configuration and launch so they can successfully start using Easol with minimal friction.

Provide day-to-day platform support, resolving questions relating to bookings, product setup, ticketing, websites, reporting and other areas of the Easol platform.

Proactively guide creators on how to use Easol effectively, providing feature guidance, setup recommendations and best-practice advice that increases platform adoption and creator value.

Own creator retention within your portfolio, identifying early risk signals, understanding the reasons behind cancellation requests and proactively engaging creators to resolve issues and prevent avoidable churn.

Manage complex creator issues and escalations, investigating problems, reproducing bugs and coordinating with Product and Engineering while maintaining clear and proactive communication with the creator.

Support creators through launches and key trading moments, including site and booking-journey QA, package and accommodation setup and pre-launch readiness.

Own day-to-day finance and billing support for long-tail creators, including payout queries, statements, reconciliation, invoices, subscriptions and refunds, partnering with Finance where specialist intervention is required.

Build strong, trusted relationships with creators, combining empathy, commercial awareness and platform expertise to understand their businesses rather than simply resolving individual tickets.

Identify opportunities and risks across your portfolio, surfacing relevant insights to the wider Customer Success team and ensuring creators receive the appropriate level of proactive intervention.

Maintain deep expertise in the Easol platform, staying informed about product releases, functionality and upcoming changes and translating these into practical guidance for creators.

Collaborate with Customer Success Managers and Event Operations, providing additional expertise and support where required and ensuring creators experience a consistent service across Easol.

Capture recurring creator feedback and friction, sharing actionable insights with Product, Engineering and the wider Customer Success organisation to improve the platform and creator experience.

Deliver against agreed Customer Success and Support KPIs, balancing responsiveness and service quality with successful implementation, engagement and retention outcomes.

Drive efficiency across Customer Success by identifying opportunities to improve tooling, adopt AI and automate repetitive workflows, reducing manual effort and enabling the team to deliver a faster, more scalable creator experience.

Requirements

Experience in Customer Support, Customer Success or Professional Services within a SaaS/B2B environment.

Comfortable owning a portfolio/book of customers and being accountable for their experience and retention.

Strong customer-facing skills with the ability to build relationships while remaining highly responsive and operationally effective.

Strong technical aptitude and the ability to investigate complex platform issues and translate technical information clearly for customers.

Experience supporting customer onboarding or implementation would be highly valuable.