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 #J-18808-Ljbffr

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