We are no longer accepting applications for this position.

JOBS

Creator Success Lead

New York, NY
Los Angeles, CA
Remote

We’re building the business platform for creators.

Pico makes it easy for content creators and entrepreneurs to grow online businesses by helping them better understand and monetize their audience. Our mission is to help more people fulfill their entrepreneurial potential by providing access to monetization tools, infrastructure, and resources that enable them to do their best work at scale and have full ownership of their online business. From a link-in-bio page builder to a paywall plugin for websites, Pico provides the tools online business owners need to transform audience relationships into consumer revenue.

We’re pushing into an exciting new chapter of growth and looking for a Creator Success Lead to join our fast-paced, mission-driven team. As a member of our Quality department, you will be managing our customer experience team, working with our top customers and collaborating with all other departments to further improve the experience around every pillar of the creator journey. This opportunity is perfect for someone who thrives in fast-paced environments and loves to multitask. Your role will lean heavily on written communication, from being on the primary point of contact for VIPs to authoring both internal and external-facing documentation.

We believe coming up with the best solutions requires not only intelligence and empathy, but also the patience to explore, experiment, and even get things wrong every now and then. We also believe product experiences are better when they're designed and engineered by a team of people with diverse backgrounds. We encourage applications from people of all stripes, regardless of your gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or whether or not you have a disability.

You Will

  • Lead Our CS Team: Manage, mentor, and enable a best-in-class support and success team. Use data to find ways to constantly improve and optimize our CS operations and the customer experience.
  • Manage VIP Customers: Provide a tailored success experience and hands-on account management for our top customers and partners including onboarding, migrations, business reviews, and daily communications.
  • Advocate for Creators: Become an expert in our product offerings, pricing, features, and workflows to help creators get the most value out of Pico; look for trends in our data and in creator interactions to assess what we’re doing well and what creators need from us to become more successful; and share those insights with our team and other creators.
  • Collaborate Cross-functionally: Work with our Product team and leadership on the design and development of Pico's knowledge base; collaborate with Quality and Support Engineers to escalate and prioritize bug reports and fixes; and advocate for creator needs in daily cross-team check-ins.

You Have

  • 4+ years of experience in Customer Success or Account Management at a software company
  • 1+ years of experience managing individual contributors
  • Experience being an empathetic listener who advocates for others
  • Excellent writing skills that enable you to quickly distill complex topics – even those discussed verbally – into digestible messages, complete with necessary nuance and context
  • Experience with high volumes of customer-facing written communications
  • Experience and comfort with organizing, presenting, and leading product demo calls over video
  • Experience quickly learning the ins and outs of new software (for example, you're often the go-to technology troubleshooter in your family)
  • Ability to multi-task and context-switch fluidly and be unafraid of seeing a dozen notifications pop up across different platforms in quick succession
  • Experience taking on a growth mindset and constantly improving at everything you take on, including utilizing critical feedback as a mechanism to help you improve and the curiosity to experiment even when that may result in failure
  • Experience working in environments that often have vague and undefined problems

Why you should join us:

It's a rare opportunity to work on something you love, to have the power to improve the world around you, and to get rewarded for doing it. If protecting the press and elevating the standards of public discourse sound like interesting challenges to you, and if you’re in search of a startup that has de-risked upside and strong validation among the investor community, then working at Pico is that rare opportunity.


As an early employee, you have the chance to not just build an amazing platform, but to also help cultivate a company culture that reflects the type of community of which you want to be a part. Trust, mutual respect, and passion already run deep in our young company's DNA. Jason and Nick became friends in elementary school and started Pico several years after graduating from Stanford together. You'll fit right in if, like us, you're curious about the world, anxious to fix what's broken around you, and thoughtful about how you do it.


There's a lot of exciting work to be done to fulfill the vision and potential of Pico. Join our journey, and let's get there together.

We are no longer accepting applications for this position.

To apply for this role, please email your resume to [email protected].

Want to apply?

Please email your resume to [email protected] along with your answer (preferably in a Google Doc) to the following prompt:

In the show Unbreakable Kimmy Schmidt, Kimmy grows up and spends her young adulthood in a bunker underground where she is held prisoner. After being rescued from the bunker, she’s invited to a talk show in New York City. She’s given a plane ticket in the mail and told that a car will take her to the airport nearby in Indianapolis, but she has no idea what to do once she arrives at the airport. Explain to her in clear and concise instructions how to get on her flight to New York and how to get to the TV studio once she lands in New York. (There will be a limo driver waiting for her outside JFK. The driver will be holding a sign with her name on it.)

Want to apply?

Please follow the instructions in this homework assignment.

Apply for this role

Our Interview Process

We look forward to learning as much as we can about your skills and interests, but we also aim to be respectful of your time. Below are the 3 steps to joining the Pico team:

1
Apply for the role.

Email your resume (and portfolio, if applicable) to [email protected].

2

If we believe there is a potential fit, we will schedule an initial interview with you, after which you may be asked to complete a take-home assignment.

3

The top candidates for this role will then be invited to interview with other key members of the team. From the homework assignment to the job offer, you can expect the process to take 3-4 weeks.