Strategic Customer Success Manager

Canva • Austin, TX

13d • Hybrid

About The Position

The Strategic Customer Success Manager is a commercially minded, consultative partner to Canva’s most valuable customers in North America. The role owns the full post-implementation customer journey, guiding customers from kickoff and early adoption through renewal and expansion. It is a strategic, revenue-driving position focused on helping customers realize the value of Canva’s platform in support of their business priorities.

The role works closely with Strategic Account Executives, Implementation, Technical Account Managers, Solutions Consultants, Ecosystem Partners, and other stakeholders to deliver seamless customer experiences and maximize account value. Canva’s Customer Success group supports enterprise customers after the sale by driving adoption, engagement, and growth, and contributes to retention, renewals, and revenue growth.

This is a hybrid role based in Austin, Texas, with an expectation to commute to the office one to two times per week.

Requirements

• At least 6 years of enterprise-level post-sale experience in B2B SaaS.
• A demonstrated history of exceeding renewal and expansion quotas.
• Experience owning a book of business and describing retention and growth results with specificity.
• Ability to use data and analytics to build narratives and influence customer decision-makers and internal stakeholders.
• Commercial acumen, including identifying growth opportunities, negotiating strategically, and taking accountability for revenue.
• Consultative and strategic approach, including connecting product value to business outcomes.
• Ability to build trust at all levels, navigate complex organizational structures, and establish executive-level credibility.
• Strong communication and influencing skills, including presenting to executives and tailoring messages to different audiences.

Responsibilities

• Lead the post-sale relationship for strategic accounts throughout the customer journey, including onboarding, training, adoption, and advocacy.
• Identify and pursue upsell and cross-sell opportunities with Sales by understanding customers’ evolving business needs.
• Own renewal execution and expansion strategy for a strategic book of business, contributing to Net Revenue Retention and Gross Revenue Retention outcomes.
• Diagnose account risks, develop mitigation plans, and mobilize internal resources—including Implementation, Support, and Technical Account Management—to protect and grow accounts.
• Partner cross-functionally to advocate for customer needs, influence the product roadmap, and champion customer success practices and frameworks.

Benefits

• Equity packages
• Health benefits plans
• 401(k) retirement plan with company contribution
• Inclusive parental leave policy supporting all parents and carers
• Annual Vibe & Thrive allowance for wellbeing, social connection, office setup, and more
• Flexible leave options

What This Job Offers

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