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Canva is seeking a Strategic Customer Success Manager to lead post-sale relationships with enterprise customers in North America. You will own the full customer journey from implementation through renewal and expansion, serving as a trusted advisor to help customers maximize value from Canva's AI-powered design and productivity platform.
Key responsibilities include:
- Leading post-sale customer success for strategic accounts, managing onboarding, training, adoption, and advocacy
- Identifying and executing upsell and cross-sell opportunities by understanding evolving customer business needs
- Owning renewal execution and expansion strategy for your book of business, directly contributing to Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
- Proactively diagnosing account risk, developing mitigation plans, and mobilizing internal resources (Implementation, Support, Technical Account Management) to protect and grow accounts
- Partnering cross-functionally to advocate for customer needs, influence product roadmap, and champion customer success best practices
Canva Enterprise is an AI platform designed to help organizations securely and easily create, collaborate, and publish high-impact visual content at scale. The Customer Success group is dedicated to delivering post-sale value through adoption, engagement, and growth, working closely with Sales, Implementation, Technical Account Managers, Solutions Consultants, and Ecosystem Partners.
This is a hybrid role based in Austin, Texas, requiring 1-2 days per week in the office. Canva's flagship office is in Sydney, Australia, with US operations headquartered in Austin.
Benefits include equity packages, health benefits, 401(k) with company contribution, inclusive parental leave, annual Vibe & Thrive allowance for wellbeing and office setup, and flexible leave options.
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 managing revenue and identifying growth levers
- 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
