Customer Success Manager - Public Sector

Canva • Austin, TX

13h • 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 understanding of customer objectives, identify growth opportunities, and partner 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 and leadership changes is also crucial for accurate renewal forecasting. You will build deep Canva platform expertise and confidently articulate its unique value for Public Sector use cases, while also identifying product improvements and ensuring customers are updated on the latest features.

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; you think like a business owner and manage revenue.
• Proactively identify growth levers, negotiate strategically, and aren't afraid of commercial accountability.
• Consultative and strategic; you lead with curiosity, ask the right questions, connect product value to business outcomes, and position yourself as an indispensable partner.
• Skilled at multi-threading, navigating complex org structures, and developing credibility with senior stakeholders, creating lasting partnerships.
• Data-driven storyteller; you use data and analytics to build compelling narratives that influence both customer decision-makers and internal stakeholders.
• Resourceful, self-starting, and action-oriented; you don't wait for playbooks to be written; you write them.
• Communicate with passion and precision; you can rally cross-functional teams, present to senior stakeholders, and tailor your message to any audience.
• Integrity and humility; you build rapport through authenticity, are willing to challenge your own assumptions, seek feedback, and continuously improve.
• Operate with transparency and earn trust by doing what you say you'll do.

Nice To Haves

• Experience with Public Sector customers (Higher Education, Government, Healthcare, or Not-for-profit) is a plus, but eagerness to learn the space matters more.
• Experience in the space is a plus.
• Thrives in ambiguity.
• Builds trust at every level of an organization.
• Proven track record of driving NRR and GRR outcomes in SaaS.

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.

Benefits

• Equity packages
• Health benefits plans
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed