Join the team redefining how the world experiences design. 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. You have choice in where and how you work, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.
What you'd be doing in this role As Canva scales, change continues to be part of our DNA. This role is focused on:
Strategy & Planning:Define and execute a comprehensive Customer Success operations strategy, focused on process improvements, automation, and scalability.Collaborate with Global CS leadership to identify and implement strategic initiatives that enhance customer onboarding, retention, expansion, and overall satisfaction.Develop operational KPIs and targets that align with the company's goals, driving accountability across the Customer Success function.Process Optimization & Automation:Analyze and optimize customer onboarding, renewal, and expansion processes to drive efficiency and effectiveness.Identify and implement automation opportunities to streamline repetitive tasks, reduce manual work, and improve CS team productivity.Focus on high velocity account management with a high level of automation and low human touch.Data & Insights:Develop and maintain robust data models, dashboards, and reporting to track key customer metrics, such as NPS, CSAT, retention rates, and health scores.Leverage customer data to provide actionable insights that drive proactive engagement strategies and improve customer success outcomes.Partner with Data/BI teams to ensure accurate data flow and visibility across systems.Enablement & Tools:Oversee the implementation and management of Customer Success tools to enhance team productivity and data management.Collaborate with enablement to train and empower the CS team to utilize tools effectively, ensuring they have the resources and knowledge to perform at their best.Cross-Functional Collaboration:Work closely with Product, Marketing, Sales, and Support teams to align CS initiatives with broader company objectives and customer needs.Serve as a key voice for Customer Success Operations in cross-functional discussions, advocating for customer-centric solutions and processes.You're probably a match if Experience: 8+ years of experience in Customer Success Operations, Sales Operations, or a similar role within a SaaS company.Technical Skills: Proficiency with CS tools such as Salesforce, Zendesk, and BI tools (e.g., Mode, Looker). SQL skills are a plus.Analytical: Highly data-driven with a deep understanding of metrics, KPIs, and customer health scores.Problem Solving: Demonstrated ability to think strategically and solve complex problems.Communication: Excellent written and verbal communication skills.Customer-Centric Mindset: Passionate about customer success and delivering exceptional customer experiences.About the team The Revenue Operations team plays a meaningful role in supporting the revenue growth at Canva by optimizing operational efficiency.
What's in it for you? Achieving our crazy big goals motivates us to work hard, 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.
Equity packagesHealth benefits plans401(k) retirement plan with company contributionInclusive parental leave policyAn annual Vibe & Thrive allowanceFlexible leave optionsCheck out lifeatcanva.com for more info.
Other stuff to know We make hiring decisions based on your experience, skills, and passion. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
Please note that interviews are conducted virtually.
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