Digital Customer Success Manager
4 weeks ago
We are seeking a highly skilled Customer Success Manager to join our team at Canva. As a key member of our Sales and Success team, you will be responsible for ensuring our customers are thriving and consistently deriving value from our products and services.
As a Customer Success Manager, you will be the primary point of contact for a portfolio of high-value customers, providing strategic guidance and support to help them achieve their business objectives. You will work closely with cross-functional teams, including Sales, Marketing, and Product, to ensure seamless customer experiences and drive revenue growth.
Key Responsibilities- Proactively manage the end-to-end renewal process, ensuring timely renewals and addressing any potential risks or challenges that might impact customer retention.
- Forecast renewal rates and manage a large portfolio of accounts with automated tools and touchpoints.
- Develop and leverage scalable processes to streamline renewals and automate engagement, ensuring consistent engagement with customers.
- Implement playbooks and tools to handle renewals efficiently across a high volume of customers.
- Continuously monitor customer health metrics, product usage, and engagement to identify risks of churn or downsell.
- Use data-driven insights to prioritize outreach and provide targeted support to at-risk customers before renewal periods.
- Strong skills in organization, process optimization, cross-functional collaboration, and customer-centricity.
- Experience with CRM systems and ability to maintain accurate, detailed customer records.
- Ability to simplify complex concepts and adapt communication style to different audiences.
- Experience with automation tools and ability to scale customer communications and onboarding processes.
- Ability to track and manage multiple renewal timelines simultaneously.
- Skilled at documenting processes and identifying opportunities for improvement.
- Ability to balance automation with personalization in customer communications.
- Comfortable managing customer expectations and timelines in a high-volume environment.
At Canva, we offer a range of benefits to support your success in and outside of work. These include equity packages, health benefits plans, 401(k) retirement plan, inclusive parental leave policy, annual Vibe & Thrive allowance, and flexible leave options.
We celebrate all types of skills and backgrounds at Canva, and we encourage applications from diverse candidates. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
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