Strategic Customer Success Manager

Canva is a company redefining how the world experiences design, and they are seeking a Strategic Customer Success Manager to support their enterprise customers in North America. This role involves guiding customers through the post-implementation journey, ensuring they unlock the full value of Canva's platform while driving revenue and account growth.

Responsibilities:

• Extend Canva’s tradition of high customer satisfaction across teams by leading the post-sale relationship of Canva’s strategic accounts within the customer journey, including onboarding, training, adoption, and advocacy
• Work to understand your customer’s objectives through relationship building and multithreading, identifying areas for growth within existing accounts through forecasting, and partnering closely with your account team to renew and expand
• Create, educate, experiment, and collaborate with senior leadership and our growing customer base while building team practices and playbooks for operating as a top SaaS business and solutions provider
• Cultivate the culture and talent for attracting and motivating the talent to accomplish the above
• You will work closely with cross-functional teams to identify product improvements, and you will be responsible for ensuring that our clients are up-to-date on the latest features and offerings

Requirements:

• 6+ years of enterprise-level post-sale experience in B2B SaaS with a demonstrated history of exceeding renewal and expansion quotas
• You've owned a book of business and can speak to your retention and growth results with specificity
• You think like a business owner
• You don't just manage relationships, you manage revenue
• You proactively identify growth levers, negotiate strategically, and aren't afraid of commercial accountability
• 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 build genuine trust at every level
• You're skilled at multi-threading, navigating complex org structures, and developing executive-level credibility that creates lasting partnerships
• You use data and analytics to build compelling narratives that influence both customer decision-makers and internal stakeholders
• You don't just report metrics, you interpret them
• You are resourceful, self-starting, and biased toward action
• You don't wait for playbooks to be written, you write them
• When things get hard, you get creative
• You communicate with passion and precision
• You can rally cross-functional teams, present to executives, and tailor your message to any audience
• You build rapport through authenticity
• You're willing to challenge your own assumptions, seek feedback, and continuously improve
• You operate with transparency and earn trust by doing what you say you'll do
• You bring relevant experience working with enterprise customers in industries such as real estate, SaaS, CPG, brands, or agencies
• You understand the unique challenges, buying dynamics, and value drivers across these verticals and can tailor your consultative approach accordingly