Global Head of Customer Success

4 weeks ago

Austin, United States Canva Full time

Company Description
Join the team redefining how the world experiences design
Hey, g'day, mabuhay, kia ora,你好, hallo, vítejte
Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.
Job Description
What you'd be doing in this role
As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.
At the moment, this role is focused on:
The Global Head of Customer Success & Services will help shape, define and build how we deliver client success to our global customer base. We are looking for a builder who has experience putting in place processes, structure and strategy in mature customer success and professional services organizations. This role will be instrumental in defining the strategic direction and operational strategies for Canva's customers across all segments. We're targeting an innovative GTM leader with experience managing the post-purchase customer experience and overseeing both touchless and high touch customer success teams.

  • Drive overall vision - post-sales experience (from adoption to renewal) of Canva's B2B customer base in close partnership with our Chief Customer Officer and Sales leadership
  • Lead global Customer Success and Services teams - spanning segments and dedicated, scaled, and professional services programs
  • Be an inspirational leader - hire and develop world class talent, fostering a customer-first mindset and inclusive culture that inspires people to do their best work
  • Innovate on modern solutions - use data to guide customer engagement and serve clients at scale across their lifecycle
  • Collaborate with internal teams - such as Marketing, Finance, Systems, Product and Data to develop a coordinated strategy to accomplish Customer Success priorities
  • Build and nurture executive relationships - within customers and prospects to deepen Canva's partnerships with our strategic customers
  • Be an inspirational leader - hire and develop world class talent, creating an inclusive culture that inspires people to do their best work
  • Cross-team collaboration - work closely with the Sales organizations to develop and execute growth plans and strategies that drive customer success - increasing net dollar retention
  • Accountability - establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed.
  • Customer obsessed - develop executive and operational relationships across accounts to solidify our partnership and commitment to the customer


Qualifications
You're probably a match if

  • You have 10+ years experience leading go-to-market functions within a fast-growing SaaS environment with a focus on post-sales motions
  • You have a track record in delivering customer and business outcomes in an innovative way
  • You have managed global teams and a diverse customer base (SMB through to Enterprise; across markets and cultures)
  • You are customer-centric at your core and are a champion for customers; are passionate about understanding your customers' organizations, business priorities, and sources of value
  • You are data-driven and can set the right performance indicators for your organization
  • You bring operational rigor and systems thinking across the customer lifecycle
  • You are a powerhouse of a leader who effortlessly draws in, inspires, nurtures, and holds onto top talent.
  • You have Mastered the art of navigating tricky organizational mazes (both inside and out), even when the goals are as clear as mud
  • You're a pro at nurturing and expanding teams worldwide, mastering the quirks of diverse markets and cultures.
  • You're ready to dive headfirst into supercharging adoption and usage to ensure that net dollar retention skyrockets


Additional Information
What's in it for you?
Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.
Here's a taste of what's on offer:

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


Check out lifeatcanva.com for more info.
Other stuff to know
We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
We celebrate all types of skills and backgrounds at Canva so even if you don't feel like your skills quite match what's listed above - we still want to hear from you
Please note that interviews are conducted virtually.

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