Strategic Customer Success Manager

Company Description

Job Description

Join the team redefining how the world experiences design.

Hello, hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.

Where and how you can work

Our flagship office is in Sydney, Australia, but we've made our way from down under, to a campus in Austin, Texas which is now home to our US operations. This is a hybrid role in Austin, Texas, so you must be able to commute to our office 1-2 times a week.

About the team

Our Sales and Success (GTM) team supports Canva Enterprise, with the mission to empower every organization to design. Canva Enterprise is an AI platform with design and productivity tools that helps organizations securely and easily create, collaborate, and publish high-impact visual content at scale.

Our Customer Success group is dedicated to delivering value for Canva Enterprise customers post-sale by driving adoption, engagement + growth. The team collaborates closely with cross-functional partners to ensure ongoing customer satisfaction and is responsible for retention, renewals, and revenue growth.

About the role

As a Strategic Customer Success Manager at Canva, you are a commercially minded, consultative partner to our most valuable customers in North America. You own the full post-implementation journey, guiding customers from kick-off and early adoption all the way through renewal and expansion. This is a strategic, revenue-driving role where you serve as a trusted advisor, helping customers unlock the full value of Canva's platform in service of their most important business priorities.

You will work closely with Strategic Account Executives, Implementation, Technical Account Managers, Solutions Consultants, Ecosystem Partners and other key stakeholders to deliver seamless customer experiences and maximize account value.

What you'll do

• Customer success management: Lead the post-sale relationship of Canva's strategic accounts within the customer journey, including onboarding, training, adoption, and advocacy.

• Account growth: Proactively identify and work on upsell and cross-sell opportunities in partnership with Sales by deeply understanding customer's evolving business needs

• Renewals: Own renewal execution and expansion strategy for a strategic book of business, directly contributing to Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) outcomes

• Defend the customer base: Proactively diagnose risk, develop mitigation plans, and mobilize internal resources-including Implementation, Support, and Technical Account Management-to protect and grow accounts before issues escalate.
• Partner cross-functionally across teams to advocate for customer needs, influence product roadmap, and champion best-in-class customer success practices and frameworks

What we're looking for

• You have a proven track record: 6+ years of Enterprise-level post-sale experience in B2B SaaS with a demonstrated history of exceeding renewal and expansion quotas. You've owned a book of business and can speak to your retention and growth results with specificity.

• You are a data-driven storyteller: You use data and analytics to build compelling narratives that influence both customer decision-makers and internal stakeholders. You don't just report metrics, you interpret them.

• You're Commercially minded: You think like a business owner. You don't just manage relationships, you manage revenue. You proactively identify growth levers, negotiate strategically, and aren't afraid of commercial accountability.

• You're consultative & strategic: You lead with curiosity. You ask the right questions, connect product value to business outcomes, and position yourself as an indispensable partner rather than a reactive resource.

• You are a relationship builder: You build genuine trust at every level. You're skilled at multi-threading, navigating complex org structures, and developing executive-level credibility that creates lasting partnerships.

• You communicate effectively and with influence: You communicate with passion and precision. You can rally cross-functional teams, present to executives, and tailor your message to any audience.

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.

Here's a taste of what's on offer:

• Equity packages - we want our success to be yours too
• Health benefits plans to support you and your wellbeing
• 401(k) retirement plan with company contribution
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Other stuff to know

We make hiring decisions based on your experience, skills, merit and business needs, in compliance with applicable local laws.

We celebrate all types of skills and backgrounds at Canva so even if you don't feel like your skills quite match what's listed above - we still want to hear from you!

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process. Please note that interviews are conducted virtually.

Check out lifeatcanva.com for more info.