Scaled Customer Success Manager

Join the team redefining how the world experiences design.
Hello, hey, 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 a campus in Austin, Texas which is now home to our US operations. This is a hybrid role in Austin, Texas and you must live within commuting distance to our office.
About the team
At Canva, our GTM methodology leverages our product and creativity to drive value in organizations. 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 self. In short, we want to bring as much value to our partnership with our customers as possible.
Our rapid growth (200+ 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 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 Scaled Customer Success Manager is to ensure that our customers are thriving, consistently deriving value from our products and service, and renewing their partnerships with us. To succeed in this position, you must possess strong skills in organization, process optimization, cross-functional collaboration and customer-centricity.
Your contributions will empower our customers to reach their business objectives while improving both our gross and net dollar retention rates.
At the moment, this role is focused on:

• 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.

You're probably a match if

• Growth Orientated: You're excited about scaling your impact across multiple accounts simultaneously. You can track and manage multiple renewal timelines simultaneously.
• Make Complex Things Simple: You can simplify complex concepts and adapt your communication style to different audiences.
• Leverage Data: You will be able to tell a story through data and analytics to support your conversations and influence decision-making. You're experienced with CRM systems and can maintain accurate, detailed customer records
• Communication Skills: You communicate passionately, collaborate, and rally others
• Agility & Creativity: You are willing to learn and adapt, as well as dream big
• Grit: You are biased towards action and resourceful.
• Humility: You are willing to question your assumptions with the desire to constantly improve

Additionally:

• You have a knack for creating and optimizing workflows that make renewal processes smooth and efficient
• You can coordinate effectively with other teams to ensure smooth renewal processes
• You're experienced with CRM systems and can maintain accurate, detailed customer records
• You can manage high-volume administrative tasks without losing attention to detail
• You excel at using automation tools to scale customer communications and onboarding processes
• You're comfortable using data to identify trends and potential renewal risks
• You can track and manage multiple renewal timelines simultaneously
• You're skilled at documenting processes and identifying opportunities for improvement
• You understand how to balance automation with personalization in customer communications
• You can effectively troubleshoot common customer issues and know when to escalate
• You're comfortable managing customer expectations and timelines in a high-volume environment
• Upholds Canva's core customer service value of customer centricity in order to produce long-term customer loyalty and happiness
• Champions patience and empathy when engaging with users, coming from a desire to support them with their positive intentions
• Collaborates within immediate teams, or other customer happiness verticals for cross-team projects and initiatives
• Aligns with results-based performance; deeply understands prioritizing key performance indicators as an individual and as a team

What's in it for you?
Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.
Here's a taste of what's on offer:

• Equity packages - we want our success to be yours too
• Health benefits plans to support you and your wellbeing
• 401(k) retirement plan with company contribution
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.
Other stuff to know
We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
We celebrate all types of skills and backgrounds at Canva so even if you don't feel like your skills quite match what's listed above - we still want to hear from you!
Please note that interviews are conducted virtually.