Customer Success Manager – Enterprise (Toronto)Freepik is scaling rapid, 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