Hybrid opportunity at
CanvaStrategic Customer Success Manager
Canva is hiring a Strategic Customer Success Manager for its North American enterprise customers. The role is hybrid and based in Austin, Texas, with commuting to…
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About This Role
Canva is hiring a Strategic Customer Success Manager for its North American enterprise customers. The role is hybrid and based in Austin, Texas, with commuting to the office expected one to two days a week. The Customer Success group in Canva Enterprise drives adoption, engagement and growth after a sale, and it carries responsibility for retention, renewals and revenue expansion. The manager serves as a commercially aware, consultative partner to…
Job Description
Canva is hiring a Strategic Customer Success Manager for its North American enterprise customers. The role is hybrid and based in Austin, Texas, with commuting to the office expected one to two days a week. The Customer Success group in Canva Enterprise drives adoption, engagement and growth after a sale, and it carries responsibility for retention, renewals and revenue expansion.
The manager serves as a commercially aware, consultative partner to some of Canva's most valuable North American clients. The job covers the entire post-implementation phase, from kick-off and early use through to renewal and expansion. The manager leads onboarding, training, adoption and advocacy for strategic accounts, identifies upsell and cross-sell possibilities with Sales, and runs renewal execution and expansion planning for a book of key accounts. Risks are spotted early, mitigation plans are written, and implementation, support and technical account specialists are mobilised to protect accounts. The manager also argues for customer needs with product and other internal teams and promotes strong customer success practices.
The role works with account executives, implementation specialists, technical account managers, solutions consultants and partner-ecosystem contacts. The posting asks for six or more years in enterprise post-sale roles at B2B software-as-a-service firms, with a record of beating renewal and expansion targets and ownership of an account book the candidate can discuss in detail. Candidates should turn data into persuasive narratives, act like a business owner, lead with curiosity, build relationships at multiple levels of an organisation, and communicate with influence to executives.
Responsibilities
- Lead the post-sale relationship for strategic accounts, including enablement, adoption and advocacy
- Identify upsell and cross-sell possibilities with Sales by understanding changing customer needs
- Run renewals and expansion planning across a strategic portfolio, supporting net and gross revenue retention
- Spot account risk early, prepare mitigation plans and mobilise internal teams
- Argue for customer needs with the product organisation and shape the roadmap
- Promote customer success best practice and frameworks across teams
Requirements
- Six or more years in enterprise post-sale roles at B2B software-as-a-service firms
- Record of exceeding renewal and expansion targets
- Experience owning a book of business with specific retention and growth outcomes to cite
- Data-led storytelling that interprets metrics and persuades customers and colleagues
- Commercial mindset with strategic negotiation skills and accountability for revenue
- Consultative approach that asks sharp questions and ties product value to business results
- Relationship-building across complex organisations with executive-level communication
Core Skills
Benefits
- Equity
- Health plans
- 401(k) plan with employer contributions
- Parental leave policy covering all parents and carers
- Yearly Vibe and Thrive allowance covering wellbeing, social activities and home-office setup
- Flexible leave options
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The posting says the role is hybrid in Austin, Texas, with commuting to the office one to two times a week.
What experience is required?
Six or more years in enterprise post-sale roles at B2B software companies.
What are the renewal responsibilities?
The role runs renewals and expansion planning across a strategic portfolio, supporting net and gross revenue retention.
Is a salary stated?
No salary is stated.
Sample Interview Questions
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