Customer Success Manager – Enterprise (Toronto)

Customer Success Manager – Enterprise (Toronto)

Freepik is scaling fast, and exceptional customer experience is non-negotiable. We're hiring a Customer Success Manager (CSM) to drive adoption, retention, and growth across our enterprise portfolio. You’ll be the cornerstone of customer advocacy, shaping a customer-obsessed culture that accelerates business outcomes and maximizes customer ROI.

What You'll Do:

• Own Customer Outcomes: Drive adoption, maximize ROI, and proactively manage the end-to-end renewal process, ensuring timely renewals and addressing any retention risks.
• Voice of the Customer: Distill customer insights to influence product roadmaps, partnership strategies, and executive decisions, becoming indispensable to both our customers and internal stakeholders.
• Build Scalable Systems: Design and implement robust customer success frameworks, playbooks, and automated systems (CRM, renewal forecasting, and analytics dashboards) from scratch to efficiently handle high-volume engagements.
• Data-Driven Performance: Continuously analyze key metrics and customer health indicators to identify risks early and prioritize strategic interventions.
• Strategic Thought Partner: Collaborate directly with leadership, sales, product, and engineering teams to proactively identify growth opportunities, operational improvements, and competitive advantages.

Key Metrics for Success:

• Net Revenue Retention: Drive expansion, upsells, and renewals to consistently exceed 100% net revenue retention.
• Own renewal forecasting and expansion identification in partnership with Sales, contributing directly to revenue outcomes.
• Customer Adoption & Engagement: Ensure high utilization rates through proactive success strategies and ongoing training.
• Customer Satisfaction & Advocacy: Achieve and sustain industry-leading NPS and customer referrals.
• Operational Efficiency: Implement repeatable success processes and automated touchpoints, ensuring scalability without sacrificing personalized customer engagement.

What You Bring:

• Proven success managing enterprise-level customer success or account management (SaaS, AI, Creative Tech).
• Track record of driving measurable customer outcomes, revenue growth, and retention.
• Experience building customer success operations from the ground up, comfortable with ambiguity, and thrives on execution.
• Analytical rigor; proficient in CRM and analytics tools (Salesforce, Slack, ChatGPT, Claude, Google, etc.).
• Technical comfort; familiarity with AI or technical product onboarding preferred.
• Agility and creativity; ability to adapt quickly in a dynamic, rapidly evolving environment.

Why Join Freepik AI?

You’ll shape our customer success strategy from day one, joining a bold, growth-focused leadership team where your impact on enterprise success is clear and measurable. We embrace adaptability, creativity, and continuous improvement, providing a vibrant and supportive culture where innovation thrives.

What We Offer

• Competitive base salary + performance-based incentives
• Equity participation in a growing creative technology company
• Professional development opportunities and clear growth paths
• Private health insurance
• 23 vacation days + December 24th and 31st off
• Day off on your birthday
• Flexible schedule and supportive work environment
• Continuous learning opportunities
• Certified Great Place to Work — 93% of our employees say Freepik is an amazing workplace!

Diversity & Inclusion

At Freepik Company, we celebrate creativity and diversity. We’re committed to providing equal opportunities regardless of gender, orientation, skin color, age, religion, or any other non-professional factor — ensuring fairness and inclusion in every step of our selection process.

Ready to redefine enterprise customer success? Apply now.

Toronto, Ontario, Canada CA$116,000.00-CA$130,000.00 2 weeks ago

Seniority level: Mid-Senior level | Employment type: Full-time | Industries: Design Services and Technology, Information and Media

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