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.

📍Location: Calgary, Canada

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.

• Collaborate and 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

• Remote work model with frequent business travel.

• 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?