Strategic Customer Success Manager

Join the team redefining how the world experiences design.

Hello hey gday mabuhay kia ora 你好 hallo vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and youre probably keen to find out whats on offer so well get straight to the point.

Where and how you can work

Our flagship office is in Sydney Australia but weve 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 Canvas 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 youll do

• Customer success management: Lead the post-sale relationship of Canvas 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 customers 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 resourcesincluding Implementation Support and Technical Account Managementto 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 were 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. Youve 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 dont just report metrics you interpret them.

• Youre Commercially minded: You think like a business owner. You dont just manage relationships you manage revenue. You proactively identify growth levers negotiate strategically and arent afraid of commercial accountability.

• Youre 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. Youre 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.

Whats in it for you

Achieving our crazy big goals motivates us to work hard - and we do - but youll 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.

Heres a taste of whats 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 dont feel like your skills quite match whats 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 for more info.

Remote Work :

No

Employment Type :

Full-time