Customer Success Specialist, Instill

We’re looking for someone who gets genuinely energized by ambitious projects and true ownership. At Instill, you’ll sit at the center of the creator economy, helping creators turn audiences into scalable platforms while we handle the tech. You’ll collaborate with creators worldwide, from first-time builders to major influencers, and grow alongside a team you’ll be proud to learn from.

You’ll be the main point of contact and the owner of outcomes for your accounts. You’ll lead the process end-to-end, align internal teams, and make sure creators feel supported and successful. You’ll translate requests into clear plans and shipped solutions using our technology. If you love talking to people, building trust, and making things happen, you’ll thrive.

This role is for people who want to grow fast and be trusted early. You’ll work with some of the strongest people you’ve ever partnered with, in a company born in Los Angeles with a truly global footprint. We’re building in one of the most innovative markets out there and pushing it forward, not just following it. 

If you like taking initiative, learning every week, and seeing your work directly fuel growth, you’ll feel at home here.

Who are we?

Instill enables fitness, nutrition, and wellness content creators to launch and scale successful online businesses, creating a life-changing revenue stream not dependent on social media algorithms or the time and location constraints of in-person classes. We provide a state-of-the-art on-demand video platform, combined with consultancy and a full range of services, delivered through a hands-on, win-win, revenue-share partnership model.

Some of our partner creators include The Pilates Class, The Movement Club, and RESET By Caroline, with successful platforms used by thousands of users worldwide.

Instill is a startup incubated at AE Studio, a development, data science, and design consultancy that works closely with clients to create custom software, machine learning, and applied AI solutions, while investing in AI Alignment. 

About the Role

As a Customer Success Specialist, you’ll own the long-term success of a portfolio of top-tier creators. You’ll be the primary point of contact, turning business goals into clear plans, and coordinating cross-functional squads across product, design, engineering, and content. You’ll keep projects moving, stakeholders aligned, and impact measurable while making creators feel supported, confident, and excited about what’s next.

This role is perfect for someone who loves ownership, thrives in collaboration, and takes pride in delivering outcomes (not just managing tasks).

Responsibilities

• Own a portfolio of accounts from onboarding through renewal, with clear account plans, targets, and revenue/engagement forecasts.
• Lead key client meetings: weekly status calls, quarterly business reviews with insights (activation, retention, conversion, LTV, churn), and executive alignments.
• Turn goals into execution: define scope and success criteria, create/prioritize epics and tickets in Linear, and coordinate squad delivery.
• Plan and ship launches (features, campaigns, content drops) on time and with quality, ensuring a cohesive go-to-market.
• Communicate clearly and proactively: set expectations, manage stakeholders, handle escalations, and keep everyone informed.
• Track and report KPIs & SLAs: NPS/CSAT, on-time delivery, feature adoption, account health, and business impact.
• Identify expansion opportunities (upsell/cross-sell) that create value for creators and Instill.
• Be the voice of the customer internally, providing structured feedback to product and leadership to shape roadmap priorities.

About You

• Proven experience in Customer Success (or similar in Account Management/Project Management) in digital product, SaaS, agency, or creator economy.
• Bonus points for experience in the wellness/fitness/nutrition space and/or with digital products.
• Fluent English (written and spoken) - daily interaction with teams and clients in the US/UK/EU/AU is mandatory.
• Excellent communication and stakeholder management with strong facilitation and executive presentation skills.
• Proactive, hands-on, and results-oriented, with great organization and prioritization.
• Agile methodologies experience and end-to-end project management. Knowledge of Linear and Google Workspace. (Nice to have: Notion, GA4/Looker, Stripe, Slack.)
• Comfortable with product and business metrics (funnels, cohorts, retention, churn) and translating needs into actionable tickets.
• Based anywhere in LATAM.