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Canva is seeking a Strategic Customer Success Manager to lead post-sale relationships with enterprise customers in North America. This is a hybrid role based in Austin, Texas, requiring 1-2 days per week in the office.
You will own the full customer journey from post-implementation through renewal and expansion, serving as a trusted advisor to Canva Enterprise's most valuable customers. The role is commercially focused, with direct accountability for Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) outcomes.
Key responsibilities include:
- Leading post-sale relationships for strategic accounts, managing onboarding, training, adoption, and advocacy
- Proactively identifying and executing upsell and cross-sell opportunities by understanding evolving customer business needs
- Owning renewal execution and expansion strategy for a strategic book of business
- Diagnosing account risk, developing mitigation plans, and mobilizing internal resources (Implementation, Support, Technical Account Management) to protect and grow accounts
- Cross-functional partnership to advocate for customer needs, influence product roadmap, and champion customer success best practices
- Close collaboration with Strategic Account Executives, Implementation teams, Technical Account Managers, Solutions Consultants, and Ecosystem Partners
Canva Enterprise is an AI-powered platform with design and productivity tools that helps organizations securely create, collaborate, and publish high-impact visual content at scale.
Requirements:
- 6+ years of Enterprise-level post-sale experience in B2B SaaS
- Demonstrated history of exceeding renewal and expansion quotas with a proven book of business
- Ability to speak with specificity to retention and growth results
- Data-driven mindset with ability to build compelling narratives using analytics
- Commercial acumen and business-owner mentality; comfort with revenue accountability
- Consultative and strategic approach; ability to ask the right questions and connect product value to business outcomes
- Strong relationship-building skills with ability to multi-thread and develop executive-level credibility
- Excellent communication and influence skills; ability to rally cross-functional teams and present to executives
