Customer Success Manager - Public Sector

Canva•Austin, TX

8d•Hybrid

About The Position

Join the team redefining how the world experiences design. As Canva scales, change continues to be part of our DNA. This role involves leading the post-sale relationship for Public Sector accounts, focusing on adoption, advocacy, renewal, and expansion. You will build deep customer understanding through relationship building and multi-threading, identify growth opportunities, and partner closely with the account team to renew and expand accounts. Utilizing data and analytics to demonstrate Canva's ROI and influence decision-making through compelling data storytelling is key. Proactive risk management by staying ahead of budget cycles, leadership changes, and fiscal-year timing is essential for accurate renewal forecasting and early risk mitigation. Building deep Canva platform expertise and confidently articulating its unique value for Public Sector use cases is also a core responsibility. You will work closely with cross-functional teams to identify product improvements and ensure customers are updated on the latest features and offerings.

Requirements

3+ years as a Customer Success Manager in B2B SaaS with a demonstrated history of meeting or exceeding renewal and expansion targets.
Owned a book of business and can speak to your retention and growth results with specificity.
Commercially minded: Think like a business owner, manage revenue, proactively identify growth levers, negotiate strategically, and be comfortable with commercial accountability.
Consultative and strategic: Lead with curiosity, ask the right questions, connect product value to business outcomes, and position yourself as an indispensable partner.
Relationship builder: Build genuine trust at every level, skilled at multi-threading, navigating complex org structures, and developing credibility with senior stakeholders.
Data-driven storyteller: Use data and analytics to build compelling narratives that influence both customer decision-makers and internal stakeholders.
Bias for action and grit: Resourceful, self-starting, and action-oriented.
Communication and influence: Communicate with passion and precision, rally cross-functional teams, present to senior stakeholders, and tailor your message to any audience.
Integrity and humility: Build rapport through authenticity, willing to challenge assumptions, seek feedback, and continuously improve.
Experience with Public Sector customers (Higher Education, Government, Healthcare, or Not-for-profit) is a plus, but eagerness to learn the space matters more.

Nice To Haves

Experience with Public Sector customers (Higher Education, Government, Healthcare, or Not-for-profit)

Responsibilities

Lead the post-sale relationship for your Public Sector accounts across the full customer journey, including adoption, advocacy, renewal, and expansion.
Build a deep understanding of your customers' objectives through relationship building and multi-threading.
Identify growth opportunities within existing accounts and partner closely with your account team to renew and expand them.
Use data and analytics to demonstrate Canva's ROI to your customers and influence decision-making through compelling data storytelling.
Stay ahead of budget cycles, leadership changes, and fiscal-year timing across your accounts to forecast renewals accurately and act early on risk.
Build deep Canva platform expertise and confidently articulate our unique value for Public Sector use cases.
Work closely with cross-functional teams to identify product improvements and ensure your customers are up to date on the latest features and offerings.