Customer Success Lead

Job Description

Join the team redefining how the world experiences design.

Hello, 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.

Where and how you can work

Our flagship office is in Sydney, Australia, but we've made our way from down under, to hubs in Austin and San Francisco, which are now home to our US operations. So whether you're in Texas or California, you have choice in where and how you work in each of those states. That means if you want to do your thing in the office (if you're near one), at home or a bit of both, it's up to you.

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 mission of the Customer Success Advisor Lead, Corporate is to ensure that Canva for Enterprise has the people and practices in place to drive meaningful customer outcomes, and therefore ensure product adoption, growth, and expansion, in our Corporate customer segments.

This person will help Canva leadership develop and grow the company’s strategy and execution of Corporate Customer Success goals and drive operational excellence for the day-to-day management of the business.

At the moment, this role is focused on:

• Extending Canva’s tradition of high customer satisfaction across teams and continue to prioritize user feedback and excitement as the Canva for Enterprise business accelerates
• Hiring, motivating, developing, and retaining the talent we need to accomplish the above, while focusing daily on coaching best practices to enable internal career mobility where necessary, and possible
• Identifying key usage trends that indicate risk and opportunity in customer segments
• Brainstorming and developing strategic recommendations for how to improve the overall post-sales experience for Canva for Enterprise customers
• Understanding how to achieve/exceed and forecast team metrics including Churn, Expansion, Customer Health, and increased ARR / CSM
• Managing day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement
• Working cross-functionally, developing close relationships with sales, marketing and product to understand the customer challenges and needs and proactively surface opportunities for improvements to the customer experience

You're probably a match if:

• You have proven success managing a market-leading SaaS business
• You are experienced in leading a team with retention & growth targets and empowering them to achieve their goals
• You have an ability to attract, motivate, and manage A+ talent to deliver strong results
• You are able to prioritize focus of effort and inquiry with an eye to business impact/outcomes
• You possess a skill for communicating complex concepts and insights concisely up, down and across the business
• You have a demonstrated ability to develop core and critical processes & playbooks to help the team go faster
• You possess integrity and trustworthiness
• You are independent and a self-starter
• Accessible, approachable, agile, and collaborative
• You thrive in a fast-paced environment and have a bias towards immediate actions and desired results
• You have humility & a willingness to question one’s own assumptions / 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 selves.

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 - bu