Strategic Customer Success Manager

Canva is a global design platform company serving hundreds of millions of monthly active users and growing its enterprise business. The Strategic Customer Success Manager partners with Canva’s most valuable enterprise customers in North America to drive adoption, retention, renewals, and expansion. This role owns the post-implementation customer journey and acts as a trusted, commercially minded advisor connecting Canva’s platform value to customer business outcomes.

• Own and lead the post-sale relationship for strategic enterprise accounts across onboarding, training, adoption, and advocacy.
• Manage the full post-implementation journey from kick-off through renewal and expansion, maintaining primary ownership of customer health and outcomes.
• Drive account growth by building deep customer relationships, multithreading across stakeholders, and identifying/forecasting expansion opportunities.
• Partner closely with Account Executives and cross-functional teams (Implementation, Technical Account Managers, Solutions Consultants, Ecosystems, Agency Partnerships) to deliver seamless customer experiences.
• Develop and scale best-in-class processes, practices, and playbooks; educate and collaborate with senior leadership and customers to improve efficiency.
• Mentor and help cultivate team culture and talent to support high performance.
• Identify product improvement opportunities and keep clients informed about new features and offerings.

• 6+ years of enterprise-level post-sale experience in B2B SaaS with a demonstrated history of exceeding renewal and expansion quotas.
• Experience owning a book of business with measurable retention and growth results (NRR/GRR focus).
• Commercial mindset with comfort managing revenue, identifying growth levers, and negotiating strategically.
• Strong consultative and strategic approach: ability to connect product value to business outcomes through discovery and insight.
• Proven relationship-building skills, including multi-threading, navigating complex organizations, and establishing executive-level credibility.
• Data-driven storytelling capability: using analytics to influence customer and internal stakeholders (interpreting metrics, not just reporting).
• Bias for action, resourcefulness, and ability to thrive in ambiguity by creating playbooks and solutions.
• Excellent communication and influence skills, including executive presentations and cross-functional leadership.
• Integrity, humility, transparency, and a continuous-improvement mindset.
• Relevant enterprise customer experience in industries such as real estate, SaaS, CPG, brands, or agencies.

• Remote role based in New York with flexibility to work from home.
• Interviews conducted virtually.
• Benefits/perks include equity packages, health benefits plans, 401(k) with company contribution, inclusive parental leave, annual Vibe & Thrive allowance, and flexible leave options.