Strategic Customer Success Manager at Canva in Austin, TX, United States

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.
• 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.

Responsibilities

• 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

Requirements

• 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.

Skills

Required

• Exceeding renewal and expansion quotas
• Data-driven storytelling
• Commercial mindset
• Consultative and strategic approach
• Relationship building
• Effective communication and influence

Benefits

• 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.
• 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