Enterprise Customer Success Manager

Creative Force

11d • Remote

About The Position

Our founders started Creative Force with a single goal in mind: to build industry-leading software with really great people. As we've grown, we've stayed true to that vision. Our products are ushering in a new era of creative operations for some of the world's largest brands and retailers. And all along the way, hiring great people has remained a critical business priority. We believe the best outcomes happen when talented, high-caliber people come together with a shared sense of purpose, trust each other, and push each other to grow. We're looking for an experienced, commercially sharp Customer Success Manager to own a portfolio of Enterprise accounts and play a pivotal role in our customers' long-term success and growth. At Creative Force, our customers are some of the world's biggest brands and retailers. They operate at scale, they involve complex organizational structures, and they have high expectations. This role demands someone who understands that deeply. You'll serve as a trusted strategic partner to your accounts, but you'll also be expected to drive real commercial outcomes: identify expansion opportunities, lead upsell conversations, grow revenue within your portfolio, and ensure strong, defensible renewals. Adoption and value realization are the foundation. Commercial growth is the goal. You should be comfortable owning that number, forecasting against it, and speaking to it with confidence in pipeline and portfolio reviews.

Requirements

• Deep experience in running high-touch Enterprise CS at large contract sizes (six-figure ACVs, with largest relationships reaching into the high six or seven figures).
• Experience in a high-touch model where you were the strategic owner of the relationship: multi-threaded across the organization, from end users to VPs and C-level sponsors.
• Experience navigating large organizations, building champions, managing executive relationships, and keeping momentum in accounts where decisions rarely happen overnight.
• Experience running QBRs and executive business reviews that moved the relationship forward.
• Experience owning renewals, expansion, and upsell within your portfolio.
• Experience forecasting against a number and speaking to it with confidence in pipeline and portfolio reviews.
• English fluency is a strict requirement. Professional-level proficiency is non-negotiable for this role.

Nice To Haves

• Experience where expansion, upsell, and renewal outcomes were your numbers - not something you handed off to an AE.
• Experience carrying a growth or NRR target in a post-sales role, or built commercial muscle elsewhere.
• Previous experience as an Account Executive or in an Enterprise sales role.
• Experience building structured plans, identifying champions, tracking usage trends, and proactively intervening when engagement drops.
• Ability to connect adoption to business outcomes and speak the language of ROI with senior stakeholders.
• Ability to adapt communication style instinctively, build trust at every level, and align internal stakeholders behind a shared vision.
• Ability to codify what works, share it with the team, and help raise the bar collectively.

Responsibilities

• Own a portfolio of Enterprise accounts end-to-end some of the world's largest brands and retailers. You'll build long-term partnerships grounded in trust and delivered value, from go-live through renewal and beyond.
• Carry the commercial outcomes for your book. You'll own renewals, expansion, and upsell within your portfolio, forecast against your number, and speak to it with confidence in pipeline and portfolio reviews.
• Proactively assess your portfolio and prioritize: you'll continuously read the health, momentum, and opportunity across your accounts and decide where your time creates the most value, rather than spreading yourself evenly or waiting for signals to come to you.
• Run QBRs and executive business reviews that move the partnership forward: presenting the value delivered, projecting the value ahead, and aligning stakeholders from end users to VPs and C-level sponsors around a shared roadmap.
• Spot where more value is waiting. You'll know your customers' businesses well enough to identify expansion opportunities early and lead those conversations as a natural extension of the partnership — not a quota chase.
• Navigate complex organizations: multi-threading across teams and seniority levels, building champions, managing executive sponsors, and keeping momentum in accounts where decisions rarely happen overnight.
• Partner cross-functionally with technical success, support, and product to make sure customer feedback lands where it matters and blockers get cleared fast.
• Drive adoption with intention. You build structured plans, identify champions, track usage trends, and proactively intervene when engagement drops. You connect adoption to business outcomes, and you speak the language of ROI with senior stakeholders.
• Communicate with clarity at every level. You're as comfortable presenting to a VP or CPO as you are working through a workflow challenge with an end user. You adapt your communication style instinctively, build trust at every level, and know how to align internal stakeholders behind a shared vision.
• Elevate the team around you. You bring frameworks, not just instincts. You're the kind of person who codifies what works, shares it with the team, and helps raise the bar collectively. Whether it's a playbook, a methodology, or a sharper way of thinking about customer health, your contribution extends beyond your own portfolio.

Benefits

• A fast-growing, exciting, and fun scaleup environment — with multiple international Employer Awards
• A flat and transparent organizational structure
• True work-life balance
• A collaborative international environment with colleagues across Europe and USA
• A growing Customer Success function with opportunities to influence processes, strategy, and customer experience
• A vibrant work culture grounded in the belief that we’re better together
• Company trips and events

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed