Customer Success Manager (Contract)

Where And How You Can Work

Our flagship office is in Sydney, Australia, and we have a campus in Austin, Texas for our US operations. You have the flexibility to choose where and how you work, as we trust our team to find the balance that empowers them and their team to achieve their goals.

What You’d Be Doing In This Role

• Customer success and enthusiasm: Lead the post-sale relationship for your public and private sector accounts across the full customer journey, including adoption, advocacy, renewal, and expansion.
• Account growth: Build a deep understanding of your customers' objectives through relationship building and multi-threading. Identify growth opportunities within existing accounts and partner closely with your account team to renew and expand them.
• Data-driven impact: Use data and analytics to demonstrate Canva's ROI to your customers and influence decision-making through compelling data storytelling.
• Proactive risk management: Stay ahead of budget cycles, leadership changes, and fiscal-year timing across your accounts to forecast renewals accurately and act early on risk.
• Product knowledge and positioning: Build deep Canva platform expertise and confidently articulate our unique value for Public Sector use cases.
• Identify opportunities: Work closely with cross-functional teams to identify product improvements and ensure your customers are up to date on the latest features and offerings.

Requirements

• Proven track record: 3+ years as a Customer Success Manager in B2B SaaS with a demonstrated history of meeting or exceeding renewal and expansion targets. You've owned a book of business and can speak to your retention and growth results with specificity.
• Commercially minded: 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.
• Consultative and 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.
• Relationship builder: You build genuine trust at every level. You're skilled at multi-threading, navigating complex org structures, and developing credibility with senior stakeholders, creating lasting partnerships.
• Data-driven storyteller: 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.
• Bias for action and grit: You're resourceful, self-starting, and action-oriented. You don't wait for playbooks to be written; you write them. When things get hard, you get creative.
• Communication and influence: You communicate with passion and precision. You can rally cross-functional teams, present to senior stakeholders, and tailor your message to any audience.
• Integrity and humility: 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.
• Bonus: Experience with diverse, nuanced verticals such as Public Sector, Real Estate, Higher Education, etc.

About The Team

As a Customer Success Manager at Canva, you're a commercially minded, consultative partner to a diverse book of public and private sector accounts. You'll own the full post-sale journey, serving as a trusted advisor who helps customers unlock the full value of Canva's platform in service of their most important priorities. This is a revenue-driving role: you maintain primary ownership of customer health, retention, and growth.

You'll work cross-functionally across a dynamic go-to-market organization, partnering closely with Account Executives, Implementation teams, Technical Account Managers, Solutions Consultants, and other key stakeholders to deliver seamless customer experiences and maximize account value. We're looking for someone excited to learn the dynamics that make these customers unique, from fiscal-year budget cycles to procurement processes, and to help us shape our approach in this growing space. The ideal candidate thrives in ambiguity, builds trust at every level of an organization, and has a proven track record of driving NRR and GRR outcomes in SaaS.