Customer Success Manager – Enterprise

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