Customer Success Manager (Contract)

Canva•Austin, TX

3d•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 and private sector accounts, focusing on adoption, advocacy, renewal, and expansion. You will build deep understanding of customer objectives, identify growth opportunities, and demonstrate Canva's ROI through data storytelling. Proactive risk management and product knowledge are key. We are seeking a commercially minded CSM who builds genuine partnerships and treats their book of business like their own, joining a high-performing team where curiosity, ownership, and a bias for action matter.

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. You don't just manage relationships; you manage revenue.
Proactively identify growth levers, negotiate strategically, and aren't afraid of commercial accountability.
Consultative and 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.
Relationship builder: You build genuine trust at every level. You're 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.
Bias for action and grit: You're resourceful, self-starting, and action-oriented.
Communication and influence: You 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. You're willing to challenge your own assumptions, seek feedback, and continuously improve. You operate with transparency and earn trust by doing what you say you'll do.

Nice To Haves

Experience with diverse, nuanced verticals such as Public Sector, Real Estate, Higher Education, etc.

Responsibilities

Lead the post-sale relationship for your public and private 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.