Enterprise Customer Success Manager

What's the Vibe?

...See, we have this crazy idea that effective collaboration is THE skill of the future and critical to our success. As a remote company with staff across the globe, we've seen firsthand how important it is for our teams to work well together. 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.

And that's why we focus on hiring talented people who are also great to work with.

While our backgrounds are diverse, we all share a few important traits: 

• We love solving challenging problems.
• We're passionate about the work we do.
• And we're the kind of good humans who make you look forward to that morning coffee chat, who bring positive energy to every meeting, go the extra mile for each other, and make work feel a little less like work.

Lots of job posts claim the same. We think you'll just notice the difference the first time we chat.

What we offer YOU

• A fast-growing, exciting, and fun scale-up environment - with multiple international Employer Awards - and not those awards you can pay for, but the kind of awards given based on Employee reviews. It just doesn't get any better than that. 💜
• A flat and transparent organizational structure - no bureaucratic red tape. Your ideas and initiatives will be heard and embraced!
• True work-life balance - we see our team members as people, not numbers, and know that a balanced personal and professional life is critical to happiness and long-term fulfillment
• 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, and much more!

What’s the Role?

We're at a stage of growth where we need to raise the bar in Customer Success. That means bringing in someone who has been there, done that, and can help us take our CS function to the next level.

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.

What you’ll be doing

• 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. You'll be 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. You'll be 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.

Customer Success Manager Self-Assessment

We know what makes a great Enterprise Customer Success Manager at Creative Force, and we'll be direct about what matters most. We're looking for deep experience in at least one of the two areas below:

1. You've run high-touch Enterprise CS at large contract sizes
You've owned complex, high-value accounts - think six-figure ACVs, with your largest relationships reaching into the high six or seven figures. You've worked 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.

You know how to navigate large organizations, build champions, manage executive relationships, and keep momentum in accounts where decisions rarely happen overnight. You've run QBRs and executive business reviews that actually moved the relationship forward, not just reported on it.

You don't need to be told how to run an Enterprise account. You've done it, at scale, and you can bring that expertise into a growing team.

2. You genuinely own revenue and create that value through Customer Success
Expansion, upsell, and renewal outcomes have been your numbers - not something you handed off to an AE. Maybe you've carried a growth or NRR target in a post-sales role, or built your commercial muscle elsewhere.

In fact, if you've previously worked as an Account Executive or in an Enterprise sales role and are looking to bring that commercial expertise into Customer Success, we'd genuinely welcome your profile.

But to be clear: this isn't transactional selling. Growth here is built on long-term partnership - helping your customers continuously realize returns from our solution, and knowing their business well enough to spot where more value is waiting. Expansion is the natural consequence of value delivered, not a quota chased.

And across the board, you:

Drive adoption with intention
You know adoption doesn't happen passively. 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.

Who Isn't This Role For?

A few things worth being upfront about.

If you're earlier in your CS journey and haven't yet owned Enterprise accounts end-to-end, including the commercial side, this isn't the right fit right now. We genuinely hope you'll apply for future roles as you grow, but for this one, we need someone who can hit the ground running.

If commercial conversations feel uncomfortable, or if you'd rather hand those off to someone else, this role will be frustrating. Expansion and upsell ownership are core to what we're hiring for.

On location: We're open to remote candidates across Europe, with a preference for candidates based in Switzerland, France, Denmark, Poland, UK or the Netherlands.

English fluency is a strict requirement. Professional-level proficiency is non-negotiable for this role.

And finally: things at Creative Force change. A lot. Our industry, our product, the world - rapid change is everywhere. Some people thrive on the development opportunities, problem solving, innovation, and general rush that change offers. We're certainly those people, and it's one of our biggest competitive advantages. But we know dynamism isn't for everyone. So if you're looking for a more predictable, steady-state environment, we don't blame you - we're probably just not what you're looking for.

If you're still not sure whether Creative Force is for you, have a look at our Career Page, where you can read more about what it's like working here.

How to apply?

As part of your application, we'd love to receive a short video introducing yourself. It doesn't need to be polished or produced. The goal is authenticity. In your video, we'd love to hear:

• Who you are and what has shaped your approach to Customer Success
• Why Creative Force and why now

If you'd like to attach a CV (optional), please do — and send it in English.

Once you've recorded your video, simply include the link in your application form.

We’re looking forward to meeting you and hearing your story! 💜