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Head of Scaled Account Management

3 months ago

San Francisco, United States Patreon Full time

Patreon is the best place for creators to fire up their fandoms, share exclusive work, and turn their passions into lasting creative businesses. Over 250,000 podcasters, writers, musicians, artists, and other creative people use Patreon to reach their biggest fans directly and earn an income for the value they provide. Creators can offer paid memberships that unlock access to exclusive work and community, or sell individual digital items from their own Patreon shops.

Ultimately, our goal is simple: fund the creative class. And we’re leaders in that space, having sent over $3.5 billion to creators since our founding. We’re continuing to invest heavily in building the best creator tools with the best team in the creator economy, and are looking for a Head of Account Management to support our mission.

This role is based in either San Francisco or New York and open to those who are able to be in-office 2 days per week on a hybrid work model.

About the Role

The Head of Scaled Account Management will be responsible for building Patreon’s scaled account management function from the ground up. This Lead will build and scale a lean team focused on growing both creators’ businesses and Patreon’s revenue. Team responsibilities include building scalable solutions to onboard creators and optimize their use of Patreon’s products, establishing Patreon’s one-to-many account management muscle, and working closely with Product and Engineering teams to develop and commercialize new products. Your team will also lead efforts to upsell new products, retain existing creators, and grow Patreon’s revenue, efforts that are essential to Patreon’s success this year and beyond. You will work alongside and report to Patreon’s Head of Creators.

In this role you will:

  • Build operational processes to serve creators at scale: Develop and execute a strategy to grow creators’ revenue through Patreon. This includes creating tools, standing up programs, and effectively socializing best practices to drive engagement on our platform.

  • Manage our extensive network of creators: Stand up Patreon’s SMB account management function to drive renewals, upsell, and troubleshoot as you both grow creators’ businesses and drive Patreon’s revenue growth. Analyze and improve our onboarding process to reduce dropoff and improve establishment rates on our platform.

  • Launch new products: to our creator network and develop programs to encourage the adoption of and engagement with these products at scale. Partner with Product, Engineering, Creator and Marketing teams to provide feedback on Patreon’s product suite at every stage of the product development lifecycle.

  • Leverage data: Work with our Finance and Data Science teams to establish measurement frameworks to define the Creator Management team’s success and build the case for scaling ROI-positive initiatives.

  • Be the voice of Patreon: Lead cross-functional efforts to fulfill Patreon’s mission to empower creators through creative and financial freedom. Build trust with our creator community and be an internal advocate for filling creators’ needs, working closely with Sales, Product, Marketing, and Operations.

About You

  • Experience building scaled account management programs from the ground up to achieve comprehensive goals. You are a strong problem solver who leverages data to analyze operational processes, designs creative solutions to achieve top performance metrics, and continuously optimizes playbooks and monitors metrics for best results.

  • A track record of working with Product and Engineering teams to define customer needs, bring new products to market, and scale adoption of nascent products.

  • Experience building, scaling and managing customer-facing SMB account management teams in a fast-paced environment.

  • Passion for developing talent and creating a culture of both collaboration and high performance. You have proven leadership and people management skills.

  • An operationally-oriented strategic thinker who is excited to contribute to Patreon’s strategy and align sales initiatives with broader company objectives.

  • Highly effective communicator with strong people instincts. You are able to build trust with and effectively influence a diverse group of external and internal stakeholders, including Product counterparts.

  • A hunger to tackle complicated and impactful business problems and build best-in-class programs. You are a self-starter who thrives driving impactful initiatives in a fast-paced, ambiguous environment.

  • A scrappy and humble mindset. You roll up your sleeves to meet the needs of our creators.

About Patreon

Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:

  • Put Creators First | They’re the reason we’re here. When creators win, we win.

  • Build with Craft | We sign our name to every deliverable, just like the creators we serve.

  • Make it Happen | We don’t quit. We learn and deliver.

  • Win Together | We grow as individuals. We win as a team.

We hire talented and passionate people from different backgrounds across the organization. If you’re excited about a role but your past experience doesn’t match with every bullet point outlined above, we strongly encourage you to apply anyway. If you’re a creator at heart, are energized by our mission, and share our company values, we’d love to hear from you.

Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.

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