Strategic Customer Success Manager

Canva • Austin, TX

20h • Hybrid

About The Position

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.

Requirements

• 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.
• 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.
• 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.
• 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.
• 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.
• Bias for Action & Grit: You are resourceful, self-starting, and biased toward action. You don’t wait for playbooks to be written, you write them. When things get hard, you get creative.
• Communication & Influence: You communicate with passion and precision. You can rally cross-functional teams, present to executives, and tailor your message to any audience.
• Integrity & 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.
• Industry Experience: You bring relevant experience working with enterprise customers in industries such as real estate, SaaS, CPG, brands, or agencies. You understand the unique challenges, buying dynamics, and value drivers across these verticals and can tailor your consultative approach accordingly.

Responsibilities

• 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.

Benefits

• 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 and carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup, and more
• Flexible leave options that empower you to be a force for good, take time to recharge, and support you personally

What This Job Offers

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