🚀 Customer Success Lead (Canada/US- Remote)

Freepik AI is scaling fast, and exceptional customer experience is non-negotiable. We're hiring our first Customer Success Lead (CS Lead) 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 Own

• 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: Distil 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

• >100% Net Revenue Retention via renewals, upsells, and customer expansion.
• High Product Adoption through personalized engagement and proactive enablement.
• Customer Satisfaction & Advocacy that drives world-class NPS and referrals.
• Operational Efficiency through scalable, automated customer success systems.

🧠 What You Bring

• Experience managing enterprise customers in Customer Success or Account Management (SaaS, AI, Creative Tech strongly preferred).
• A proven track record of driving measurable outcomes, customer growth, and retention.
• Experience building CS operations from zero—comfortable with ambiguity and focused on impact.
• Strong analytical mindset; skilled with CRM & CS tools (Salesforce, Zendesk, Gainsight, Intercom, etc.).
• Bonus if you’re tech-savvy, with exposure to AI-powered products or technical onboarding processes.
• Adaptable, creative, and energized by change—you thrive in fast-moving environments.

💡 Why 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.

If you’re ready to define the future of customer success in the AI space, we’d love to hear from you.

📍 Location: Canada/US (Remote)