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Strategic Customer Success Manager

3 months ago

Austin, United States Canva Full time
Company Description

Job Description

Join the team redefining how the world experiences design.

Hello, hey, g'day, mabuhay, kia ora, ??, hallo, vtejte

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.

Where and how you can work

Our flagship office is in Sydney, Australia, but we've made our way from down under, to a campus in Austin, Texas which is now home to our US operations. For this role, we're looking for candidates within commuting distance to our Austin office, though you have the flexibility to be hybrid

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.

The focus of the Strategic Customer Success Manager is to cultivate and enhance relationships with Canva's most crucial customers in North America. Your role involves aiding Canva in refining the company's strategic sales and success strategies, and incorporating top-notch practices to establish a first-rate sales team. Your duties include comprehending our clients' requirements, devising solutions, and guaranteeing their satisfaction with Canva.

At the moment, this role is focused on:
  • 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.
You're probably a match if
  • Success: You have a proven track record exceeding quota and 6+ years of enterprise-level post sales experience in B2B SaaS
  • Commercially minded: You think strategically and outside the box to not only renew your customers, but look for growth opportunities
  • Leverage data: You will be able to tell a story through data and analytics to support your conversations and influence decision-making.
  • Communication skills: You communicate passionately, collaborate, and rally others
  • Agility & Creativity: You are willing to learn and adapt, as well as dream big
  • Integrity and trustworthiness: You develop rapport and credibility internally and externally.
  • Grit: You are biased towards action and resourceful
  • Humility: You are willing to question your own assumptions with the desire to constantly improve
About the team

At Canva, we've developed our own sales methodology leveraging our product and creativity to drive value in organizations that are already engaged with our product. The core focus of our team is to prove the power of Canva within recognizable global brands and Enterprise customers. We help our customers realize more value with Canva by educating, enabling and empowering them to be their most creative self. In short, we want to bring as much value to our partnership with our customers as possible.

Our rapid growth (100+ million monthly active users and growing) means we don't have all the answers - and we're hoping you'll think that's all part of the fun of it. Our business is growing quickly so every interaction is a chance for you to learn valuable insights about our markets. Of course with growth comes some ambiguity, but if you're curious and open to change then you'll thrive in Sales and Success.

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.