Customer Success Manager

About the role

This role involves guiding public sector clients through their entire journey with Canva, from initial adoption to renewal and expansion. You will build strong relationships, understand customer goals, and identify opportunities for growth. Your work will directly contribute to customer satisfaction and retention.

Key facts

What you'll do

• Manage post-sale relationships for public sector accounts, focusing on adoption, advocacy, renewals, and expansion.
• Develop a deep understanding of customer objectives and identify opportunities for account growth.
• Present Canva's value using data and analytics to influence customer decisions.
• Anticipate and address potential risks related to budget cycles and leadership changes to ensure accurate renewal forecasts.
• Become an expert in the Canva platform and clearly communicate its benefits for public sector applications.
• Collaborate with internal teams to suggest product improvements and keep customers informed about new features.

Requirements

• At least 3 years of experience as a Customer Success Manager in B2B SaaS.
• Demonstrated success in meeting or exceeding targets for customer renewals and expansions.
• Ability to manage a book of business and discuss specific retention and growth outcomes.
• A business-oriented mindset, focused on revenue management and strategic negotiation.
• Consultative approach, asking insightful questions and connecting product value to business results.
• Proven ability to build trust and navigate complex organizational structures, including with senior stakeholders.
• Skill in using data and analytics to create persuasive narratives for both customers and internal teams.
• Proactive and resourceful, capable of initiating solutions and adapting to challenges.
• Excellent communication skills, able to present to various audiences and influence cross-functional teams.
• High integrity and humility, open to feedback and committed to transparency.

Nice to have

• Experience working with public sector clients, such as those in Higher Education, Government, Healthcare, or Non-profit organizations.

Skills & tools

• B2B SaaS
• Data analytics
• Strategic negotiation

Practical notes

Canva offers equity packages, comprehensive health benefits, a 401(k) retirement plan with company contributions, and an inclusive parental leave policy. Employees receive an annual Vibe & Thrive allowance for wellbeing and office setup. Flexible leave options are also available. Interviews are conducted virtually. Please share your pronouns and any necessary accommodations when applying.