Description
Join the team redefining how the world experiences design.
As a Strategic Customer Success Manager at Canva, you are a commercially minded, consultative partner to our most valuable customers in North America. You own the full post-implementation journey, guiding customers from kick-off and early adoption all the way through renewal and expansion.
Responsibilities
- Customer success management: Lead the post-sale relationship of Canva’s strategic accounts within the customer journey, including onboarding, training, adoption, and advocacy.
- Account growth: Proactively identify and work on upsell and cross-sell opportunities in partnership with Sales by deeply understanding customer’s evolving business needs.
- Renewals: Own renewal execution and expansion strategy for a strategic book of business, directly contributing to Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) outcomes.
- Defend the customer base: Proactively diagnose risk, develop mitigation plans, and mobilize internal resources,including Implementation, Support, and Technical Account Management,to protect and grow accounts before issues escalate.
- Partner cross-functionally across teams to advocate for customer needs, influence product roadmap, and champion best-in-class customer success practices and frameworks.
Requirements
- You have a proven track record: 6+ years of Enterprise-level post-sale experience in B2B SaaS with a demonstrated history of exceeding renewal and expansion quotas.
- You are a data-driven storyteller: You use data and analytics to build compelling narratives that influence both customer decision-makers and internal stakeholders.
- You’re Commercially minded: You think like a business owner. You don’t just manage relationships, you manage revenue.
- You’re consultative & strategic: You lead with curiosity. You ask the right questions, connect product value to business outcomes, and position yourself as an indispensable partner rather than a reactive resource.
- You are a relationship builder: You build genuine trust at every level.
- You communicate effectively and with influence: You communicate with passion and precision.
Benefits
- Equity packages
- Health benefits plans
- 401(k) retirement plan with company contribution
- Inclusive parental leave policy
- Annual Vibe & Thrive allowance
- Flexible leave options