Customer Success Manager

Creative Force; Boston (MA); Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in creative operations is looking for a Customer Success Manager to ensure the long-term success of customers by becoming a trusted partner. This role emphasizes strategic communication, proactive change management, and understanding customer goals to drive business value. Join a vibrant, remote workplace where collaboration and culture come first, and take advantage of opportunities for personal and professional growth.

Benefits

Equity Programme

Work-life balance

Vibrant work culture

Company trips and events

Qualifications

• Comfortable leading strategic conversations with senior stakeholders.
• Connect customer goals to business value and drive impact on growth.
• Anticipate challenges and provide proactive solutions.

Responsibilities

• Become trusted advisors for customers, unlocking value in operations.
• Manage relationships, develop success roadmaps and check-ins.
• Guide teams through operational adoption and change management.

Skills

Emotional IQ

Strategic communication

Proactive change management

Customer value connection

AI curiosity

Job description

Our founders started Creative Force with a single goal in mind: to build industry-leading software with really cool 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...

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.

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

That means we don’t always hire the people with the most experience. Some of us have PhDs. Others have spent multiple decades working at the top of our field. But we’ve also hired former tennis coaches, film students, photographers, hotel front desk workers, freelance travel agents, and fashion designers.

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, who go the extra mile to support one another, and who make work feel a little less like work.

But, hey, there are lots of job posts out there that are cool and vibey and explain how unique their company culture is (look, a ping pong table!). We know, we’ve seen them. Some might be truer than others. As for us, we think you’ll notice the good vibes the first time we chat.

But don’t just take our word for it. In the video below, Senior Director of Customer Experience Ian Mitchell provides an overview of the role, what makes a great CSM, and a typical day in the life of working with our customers.

What’s the Role?

Still interested? Awesome. Here’s the deal:
Customer Success Managers at Creative Force play a mission-critical role in the long-term success of our customers. Our CSMs become trusted advisors and honorary members of our customers' teams and help them continuously unlock value, evolve their creative operations, and achieve their business goals with Creative Force. It’s a highly relational role grounded in partnership, strategy, and impact. Needless to say, it is a role we take seriously.

Customer Success Manager Self-Assessment:

Normally, this is where you’d find a three-page-long list of required skills, including but not limited to: fire dancing, speed stacking, and knife-forging.

But it’s 2025, so we aren’t going to do that to you.

We do know, however, what characteristics our awesome Customer Success team shares. To help you evaluate if you’d be a good fit for this role, we’ve provided them below.

You’re Comfortable Speaking with Business Leaders
You’re comfortable leading strategic conversations with senior stakeholders, whether it's a Quarterly Business Review, a success roadmap session, or a check-in with a VP or C-level sponsor, and can elevate a tactical request into a broader, outcome-focused discussion, and you’ve got the the emotional IQ to read the room, navigate tough conversations, and build rapport with multiple stakeholders.

You’re Commercially Minded
You connect customer goals to business value, and you’re not shy about talking renewals, upsells, or pricing. You see Customer Success as a growth engine, not just a support team, and you know how to drive impact that shows up on the bottom line.

You’re a Proactive Change Manager
You get that adoption isn’t just about features. It’s about people, structure, and buy-in. You coach customers through the messy middle, build champions, and guide teams toward lasting, meaningful adoption. To do it, you wield the foresight to anticipate challenges before they arise and the proactive mindset to have solutions ready.

You’re AI Curious
You don’t need to be a developer, but you should enjoy digging into how our platform works, understanding integration points, and exploring how new AI capabilities can drive automation, speed, or scale for your customers. Curiosity and creativity go a long way here.

What we offer YOU

• A fast-growing, exciting, and fun startup 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. ️
• The chance to become a part of our Equity Programme (Company shares)
• 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 new and expanding team with great opportunities to grow and develop your skills and career
• A vibrant work culture grounded in the belief that we're better together
• Company trips and events, and much more!

Who Isn’t This Role For?

Firstly, we're looking for someone in Denmark - preferably someone who can work out of our Headquarter in Holstebro 1-2 times a week.
If that's not you, we recommend you wait until another role opens up closer to your location.

Secondly, here’s where we’ll be real honest with you: things at Creative Force change. A lot.

Our industry, our product, the world: rapid change is everywhere. Some people thrive on all 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 and has been a critical ingredient of our success.

But we know that dynamism isn’t for everyone. So if you are looking for a work experience that’s a little more chill, hey, we don’t blame you! But we probably aren’t what you are looking for.

If you still don’t know if Creative Force is for you, have a look at our Career Page , where you can read more about what it's like working for us.

Because of summer holidays, here's an approximate timeline for the first steps of the process:

• Week 30 (July 21st-25th): Feedback on your application and potentially a quick call with our Head of Talent Acquisition.
• Week 31 (July 28th-Aug. 1st): Calls with Head of Talent Acquisition and first interviews.
• Week 32 (Aug 4th-8th): First interviews

We’re looking forward to hearing from you!

With over 10 years of experience in recruitment, headhunting, and HR, both in-house and as an external consultant, I lead all recruitment activities in Creative Force across EMEA, US and Canada.

I have an education in Project Management from Business Academy Aarhus, specializing in HR and Change Management. I am also a certified Scrum Master and certified in PRINCE2.I care about the entire talent acquisition process; to me, it’s one of the most important areas in any organization. To achieve success, you need the right people and the right talent. Employees are the glue that makes it all stick together.

My priority is to create a recruitment process that reflects just that. A great candidate experience is the first step to a great employee experience.

Get in touch (Vietnam)

Hanoi, Vietnam

Huong Nguyen Thi

Talent Acquisition Manager

I am an experienced professional in the information technology industry with a track record spanning over 9 years. Currently, I hold the position of leading all Recruitment and Employer Branding activities at Creative Force in Vietnam.

I hold a degree in Human Resource Management from Banking Academy of Vietnam, and I am also a certified Agile Leader from the University of Colorado system. These qualifications have equipped me with a strong foundation in both the technical and human aspects of building successful teams.

My goal is to establish Creative Force as a premier workplace that attracts top talent, including the brightest minds in software engineering. I am dedicated to creating an environment that fosters innovation, collaboration, and growth, making Creative Force the destination of choice for exceptional professionals.