Strategic Customer Success Manager

Job Description

Join the team redefining how the world experiences design.

Hello, 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.

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.

At Canva, we've developed our own sales methodology leveraging our product and creativity to drive value in organizations that are already engaged with our product. The core focus of our team is to prove the power of Canva within recognizable global brands and Enterprise customers. We help our customers realize more value with Canva by educating, enabling and empowering them to be their most creative self.

In short, we want to bring as much value to our partnership with our customers as possible.

Our rapid growth (250+ million monthly active users and growing) means we don’t have all the answers - and we’re hoping you’ll think that’s all part of the fun of it. Our business is growing quickly so every interaction is a chance for you to learn valuable insights about our markets. Of course with growth comes some ambiguity, but if you’re curious and open to change then you’ll thrive in Sales and Success.

As a Strategic Customer Success Manager at Canva, you are a commercially minded, consultative partner to our most valuable enterprise 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 lead with initiative, move with urgency, and bring the ownership mindset of a founder managing their most critical partnerships.

You will work cross-functionally across a dynamic go-to-market organization—partnering closely with Account Executives, Implementation teams, Technical Account Managers, Solutions Consultants, Ecosystems teams, Agency Partnerships teams, and other key stakeholders to deliver seamless customer experiences and maximize account value. While you collaborate broadly, you maintain primary ownership of customer health, retention, and growth. The ideal candidate thrives in ambiguity, builds trust at every level of the org and has a proven track record of driving NRR and GRR outcomes in enterprise SaaS.

As Canva scales, change continues to be part of our DNA. But we like to think that’s all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

At the moment, this role is focused on:

• Customer success and enthusiasm: extend Canva’s tradition of high customer satisfaction across teams by leading the post-sale relationship of Canva’s strategic accounts within the customer journey, including onboarding, training, adoption, and advocacy.
• Account growth: work to understand your customer’s objectives through relationship building and multithreading, identifying areas for growth within existing accounts through forecasting, and partnering closely with your account team to renew and expand.
• Best-in-class processes, practices, and efficiency: create, educate, experiment, and collaborate with senior leadership and our growing customer base while building team practices and playbooks for operating as a top SaaS business and solutions provider
• Team mentorship: cultivate the culture and talent for attracting and motivating the talent to accomplish the above
• Identify opportunities: you will work closely with cross-functional teams to identify product improvements, and you will be responsible for ensuring that our clients are up-to-date on the latest features and offerings.

• Proven Track Record: 6+ years…