Strategic Customer Success Manager

Canva • Austin, TX

1d • 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 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 post-sale adoption, engagement, retention, renewals, and revenue growth for Canva Enterprise customers.

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 clearly communicating retention and growth results.
• Ability to use data and analytics to build persuasive narratives and interpret metrics for customers and internal stakeholders.
• Commercial mindset, including the ability to identify growth opportunities, negotiate strategically, and take accountability for revenue.
• Consultative and strategic approach: ask effective questions, connect product value to business outcomes, and act as a trusted partner.
• Ability to build trust, manage relationships across complex organizations, and establish executive-level credibility.
• Strong communication and influencing skills, including presenting to executives and rallying cross-functional teams.

Responsibilities

• Lead the post-sale relationship for strategic accounts, 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 (NRR) and Gross Revenue Retention (GRR) outcomes.
• Diagnose account risk, develop mitigation plans, and mobilize internal teams to protect and grow accounts before issues escalate.
• 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
• 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